Global Search on Customize Workspace not work with lower role even when they have read ACL

[HoangT551406063]

I have an issue with global search on scope app workspace.

I have 2 roles sys_admin & team_lead on scope app, both have ACL to read records of Account table (scope app table), I created a workspace and showing the list of Account on  workspace. When login as sys_admin i can search a record of Account table, however when i impersonated to  team_lead role i the list on workspace show the searched record but on global search it do not have a result.

How do i check  where the bug came from...

[Tanushree Maiti · Accepted solution]

Hi @HoangT551406063 

Refer This KB: KB2670757 Global Search not working on Custom Workspace 

Resolution

1. Verify the record exists in the instance by checking the the table directly.

2. If the record exists, ensure the search source is correctly configured in the Search Source [sys_search_source] table and linked to the appropriate search application in the Search Application Configurations [m2m_search_context_config_search_source] table.

3. Check the property 'glide.ui.polaris.ais_ready' in the instance and set it to 'false' if it is enabled.

4. Test the search again to confirm results are returned as expected.

5. For long-term resolution, consider changing the search application to use AI search as detailed in the product documentation: https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/ai-search/conc...

Also check:

https://www.servicenow.com/community/itsm-forum/global-search-does-not-return-user-groups-for-users-...

https://www.servicenow.com/community/developer-forum/how-to-configure-global-search-in-workspace-to-...