How to enable employee centre search box to show the incident/request result

Resourc · ‎09-03-2025

Hi can any one guide me the steps to configure the employee centre search box
when ever I search Incident/RITM number not able to find the data

Thanks in advance

VikMach · ‎09-04-2025

@Resourc, to enable global search for Incident/RITM or any other table.
Follow the steps below.

Step 1) Go to "Search Sources" under Service Portal from Navigation.

Step 2) Create new record and add the details for the desired table (Example I have done for Incident).
Leave the "Search page template" as default. (Modify only if you need different output on portal page)

Step 3) Define the table you wish to query for search result and required field. (Keep limited fields)

Step 4) Update typehead

Step 5) Add the portal name to which you wish to allow users to search the Incident/RITM

Result :

Hope this helps.
Let me know if any issues.

Regards,
Vikas K

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Resourc · ‎09-18-2025

Hi @VikMach
I changed to ticket still no luck - is it working in your instance Currently my instance is Yokohama

Please can you validate in you instance

Thanks

VikMach · ‎09-18-2025

@Resourc, I am doing in my PDI which is on Zurich and it is working fine. Regardless, it should work on your Yokohama too.

Check if the URL is picking the id=ticket when you click on the incident.

Regards,
Vikas K

Resourc · ‎09-18-2025

Hi @VikMach url is not picking id=ticket
Can you please see in my instance any thing missing

ServiceNow

Instance name: dev227329
Instance URL: https://dev227329.service-now.com/
Username: admin

VikMach · ‎09-18-2025

@Resourc, it was supposed to be done on the "Interaction" search source. I have made the same change. in your PDI. Check now!

This is likely because I have enabled a few more plugins on Portal due to which it behaves differently.
There is a Widget which does some checks on the backend. It is not doing on your instance - https://demoinstance.service-now.com/sp_widget.do?sys_id=cec1c6ecffb01210860fffffffffff7d.
That 's the one.

Resourc · ‎09-18-2025

@VikMach
Still interaction not working!

May I know which plugins have you enabled
Can you please give your mail id I will ping you
Thanks