Hi Team,
After our recent upgrade, we're facing an issue with Global Search for ITIL (non-admin) users.
Expected Behavior
When searching from Service Operations Workspace (SOW), users should be able to find and open:
- Incidents (INC)
- Requested Items (RITM)
- Requests (REQ)
- Catalog Tasks (SCTASK)
- Knowledge Articles (KB)
All results should open within SOW as workspace tabs.
Current Behavior
Global Search returns the records successfully, but when users click on the search results:
- Incidents (INC)
- Requested Items (RITM)
- Requests (REQ)
- Catalog Tasks (SCTASK)
- Knowledge Articles (KB)
they are opening in Polaris / Core UI instead of opening in Service Operations Workspace (SOW).
Troubleshooting Performed
- Verified Search Source configurations.
- Compared DEV (working) and TEST (failing) environments.
- Verified SOW is installed and accessible.
- Confirmed that direct SOW URLs such as /now/sow/record/ open correctly in SOW.
