Global search is not returning results and only works with exact match

[ChristofferM]

Hello Community,  

Before submitting a ticket to ServiceNow via HI, I wanted to ask here. One of our clients is experiencing a problem in their production instance. The global search field doesn't produce any results unless there's an exact task number match.

So I've noticed a few things.

- In the production instance, the "Recently searched" section doesn't appear when clicking the global search field, whereas it's visible in the test instance.

- The production instance displays the message, "Search is now even smarter. Find knowledge, records, people and more. Try it now!" This isn't shown in the test instance.

- Searching for a non-existent item in the test instance provides feedback: "0 results for 'searched text'" and "No results for 'searched text'. Try searching for something less specific or search within your lists."

- However, in production, the only feedback is: "No results found. Try updating your search." Plus, there's an "All" tab.

I've compared everywhere I can think of and read the documentation up and down, but I'm at a loss. I'm not sure where to look anymore. AI Search has been requested and enabled in some places, but the test should be a mirror of the production instance. 

Has anyone encountered this or resolved a similar issue?

[ganeshnunsa]

It is working fine for admin users when I set the system property to False. However, for non-admin users, it returns the following error: “The page you are looking for could not be found.”

Do you have any suggestions on how to resolve this issue?

[tpeleg]

Hi @ChristofferM , we have the same issue. after changing the propery 'glide.ui.polaris.ais_read' to 'false' we have this issue: 

Do you have any idea how to solve it?

Thanks,

Tomer

[Aniko Hegedus]

Hi @tpeleg ,

You should have a sysparm_search_sources record in the "ts_table" table. I believe that if you mark it inactive, your problem will be solved.

Best,

Aniko

Best,
Aniko 

[dradhika20]

Hi @Aniko Hegedus 

I do not see any record 'sysparm_search_sources' in ts_table

Is there any other solution for this?

[tpeleg]

Thank you @Aniko Hegedus ! will try