Global Search functionality

[Deepa12]

Hi,

Before Yokohama upgrade when i searched on a user, the search results would find every ticket where that person was submitted by, assigned to, or was referenced somewhere in the body (activity log, description, etc). But after upgrade Now results are very limited. also global search results did not find results in INCIDENTS if the empty categories. Before upgrade, it shows the empty categories incidents.  global search didn't search on closed artifacts by default.

please advise where to check global search functionality and how to fix?? ( I need to understand global search functioning different in Yokohama, like keyword vs text search. Seems the search is using keywords whereas maybe it used to search on text, thus finding more results.) Thanks.

[pavani_paluri]

Hi @Deepa12 ,

The global search system changed in the Yokohama upgrade:

It now uses more "keyword matching" (like Google), not full text search on every field.

It skips closed records unless you tell it not to.

It hides records with empty fields (like missing categories).

It focuses more on speed and relevance, but this sometimes hides things you actually want.

Allow closed tickets to show in search
Go to: System Definition > Search Sources

Find the one for Incident

Look at the filter/condition — if it says something like State != 6, remove or change that so it includes closed tickets

Tell the system what to search inside.Go to: System Definition > Text Indexes
Find the one for Incident.Make sure it’s searching the right fields like:description, short_description, caller, assigned_to, comments

You can add missing fields and click "Rebuild Index" if needed (carefully — this is a big job on large systems).

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[Deepa12]

Thanks for reply, As per your advise, i have tried to find the incident table records into Search sources and text indexes. but there is no records exist for incident table. pls assist where to configure global search .

[Ankur Bawiskar]

@Deepa12 

check the release notes

AI Search release notes 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Deepa12 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.