Populate search suggestions in Service Portal

If you are upgrading from a previous release, run a script to populate search suggestions with data from a platform search table to provide search suggestions to your users. Alternatively, you can wait until users search for keywords instead of running this script.

1. Navigate to System Definition > Scheduled Jobs.
2. Open the Populate Suggestions to avoid Cold Start - Portals scheduled job.
3. Modify the script for your search implementation.
   1. Define which portals the suggestions apply to. By default, the script populates suggestions in the base system service portal, but you can add as many as you want to the array.

      var portals = ["Service Portal"];

   2. Change where the data comes from. By default, the script imports data from the Text Searches [text_search] table, but you can change the source table to the Service Portal Log Entries [sp_log] table. The Service Portal Log Entries only saves records from the last 90 days.

      var searchLogTable = "text_search";

   3. Push data to any custom search sources in your instance. Suggestions are not enabled for external search sources. You must push data to both the search source name and the Sys ID.

      For example, push text searches from the Incident table to your custom Incident search source. For more information about custom search sources, see Define a search source. By default, the system pushes text searches from the Catalog, Knowledge, and Social Q&A Questions tables to the respective search sources.

      Add the following code after line 11 in the script for each of your custom search sources.

      searchSources.push("<search-source-table-name>");
      searchSourceIds.push("<search-source-sys-id>");

      If the search source table does not exist, the system does not push suggestions to that search source.

   4. Save the record.
      Make sure that the script includes the configuration you need. You can only run the script once.
4. Activate the record and select Execute Now.
   Running this scheduled job populates the Search Events [sys_search_event], Search Source Events [sys_search_source_event], and Search Suggestions [sys_search_suggestion] tables.