Global Search in Instance is not working

Drithika20 · 4 weeks ago

Hi All,

We have been encountering an issue in our ServiceNow instance where, on certain systems, the Global Search feature results in an infinite loading screen. This behavior is inconsistent and appears to affect only specific systems.

Upon investigating the issue using Developer Tools, I observed a parsing error occurring during the search operation. I have attached a screenshot for your reference.

I would greatly appreciate your valuable insights or suggestions on how we might resolve this issue.

Thank you for your time and support.

Dr Atul G- LNG · 4 weeks ago

Hi @Drithika20

Is it PDi or client instance?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0728456

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Drithika20 · 4 weeks ago

It is client instance. I do not have the access to the KB article.

Dr Atul G- LNG · 4 weeks ago

Hi @Drithika20

Try repairing the EC Portal or update it to the latest version — the issue might be related to that.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Pradeep Thipani · 4 weeks ago

Hi @Drithika20 ,

As you mentioned, this issue is occurring with specific systems, meaning it affects only certain users. If that is the case, I recommend checking the roles assigned to those users, or it could potentially be a cache issue. Please advise the users to clear their cache and attempt to access the system in a private browsing window.

Thanks,

Pradeep

"If this response was useful, please select 'Accept as Solution' and mark it as 'Helpful.' This helps me provide better answers and assists the community ".

Regards,
Pradeep