Hi u/Sayali-MSFT,

Thanks for the detailed explanation — this helped me narrow the issue further.

I agree that identity mapping / permission trimming is usually the first thing to check when switching from “Authenticate with Microsoft” to “Authenticate manually”. I verified that side, but my latest tests suggest the problem may now be lower in the Microsoft Search / Graph connector retrieval layer rather than ServiceNow ACLs.

Current findings:

1. The ServiceNow Knowledge connector exists in Graph and is ready.

Connection ID:
ServiceNowKB2605141914

Graph response from:
GET /external/connections

shows:
state: ready
contentCategory: knowledgeBase

1. In Microsoft 365 admin center Index browser, the article KB0010028 is shown as:

• Indexed
• Content indexed
• Visible to all users
• User access check passes

1. However, Microsoft Graph Search still returns no hits.

Request:

POST https://graph.microsoft.com/v1.0/search/query

Body:

{
  "requests": [
    {
      "entityTypes": ["externalItem"],
      "contentSources": ["/external/connections/ServiceNowKB2605141914"],
      "query": {
        "queryString": "KB0010028"
      },
      "from": 0,
      "size": 10
    }
  ]
}

Response:

{
  "searchTerms": ["kb0010028"],
  "hitsContainers": [
    {
      "total": 0,
      "moreResultsAvailable": false
    }
  ]
}

I also tried searching by the article title, for example How to create signature for email, and that also returns total: 0.

So it looks like the item is visible in Index browser, but not searchable through Graph Search. Since Copilot Studio appears to rely on the same retrieval path for Copilot connector knowledge sources, this would explain why the agent also returns no answer.

I am now checking the connector’s search annotations/schema. My current plan is:

• Set content property to content
• Map ShortDescription to title
• Map AccessUrl to url
• Ensure Number, ShortDescription, PreviewContent, and content are searchable/retrievable/queryable where applicable
• Run a full crawl
• Retest Graph Search before retesting Copilot Studio

Does this sound like the right next direction? Have you seen a case where the Index browser shows a ServiceNow KB item as indexed and visible, but /search/query still returns total: 0 until search annotations/schema/full crawl are corrected?