Global Text Search not returning partial number fields

[matt_staples]

Our ServiceNow Global Text Search has recently stopped returning results for text searches on partial Number fields (i.e. if a user searches for '123456' rather than 'INC0123456'). If the body of the incident contains the reference number (e.g. if it contains an email reply that contains a subject line with the reference number) then it works fine, but if no reference is available besides the Number itself, then no searches are returned.

Luckily the issue doesn't appear to affect our sandbox instance so I'm able to compare the two to see if there's any obvious differences. However I've checked the 'Text Search', 'Global Text Search' and 'Search Groups' sections under System proprieties and everything is identical is both instances. Can anyone suggest any other areas to check or would have any idea what's causing this?

Thanks in advance.

[Chuck Tomasi]

Are the ServiceNow versions exactly the same (use stats.do in the navigator filter to compare the build tags/date near the top.)

[matt_staples]

Hi Chuck,

Thanks. They're both as follows:

Live:

Build name: HEAD (Eureka)

Build date: 01-15-2016_1507

Build tag: glide-eureka-04-08-2014__patch13-hotfix2-01-07-2016

Sandbox:

Build name: HEAD (Eureka)

Build date: 01-15-2016_1507

Build tag: glide-eureka-04-08-2014__patch13-hotfix2-01-07-2016

So basically they're both Eureka Patch 13 Hot Fix 2.

[sergiu_panaite]

Hello Matt,

1. Are you using English as language in both environments for the user that does the search ?

2. Is maybe the word "123456" a stop word? Go to ts_index_stop.list and see if that string is a word there.

Regards,

[matt_staples]

Thanks Sergiu.

1. We're on the default EN convention on both instances. All our users language profiles are set to this.

2. 123456 was just an example. This is happening for any combination that a user tries. But no, there are no numbers in our stop words list.