Global Search result ambiguity

[Pankaj21]

Hi All,

If we've a two tickets with same number and if we search that number from global search then which ticket should open ? 

I had this same scenerio for incident tickets when one ticket tickets was opening every time so just got curious how global search is determining which ticket to open?

Is it because of some priority or order?

Thanks in Advance 🙂 

[Jitendra Kumar1]

Hi

Please refere to this link it might be helpful

https://www.servicenow.com/community/now-platform-blog/the-mystery-of-search-results-solved-in-7-que...

Thanks

[Pankaj21]

Thanks for replying Jitendra but I already checked it,  It says about order based on different order feature but I couldn't find something similar.

My query is related to two different ticket on same table(e.g. incident) with same ticket number, who'll take precedence in Global Search result?

[Niklas Peterson]

Hi,

Isn't the real problem that you have two tickets with the same number? That's not a good setup.  If the global search is having difficulties identifying the ticket, think what it will do to humans.

Regards,
Niklas