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.

[sergiu_panaite]

As admin, enable "Debug Text Search" , do a text search and paste the output you get here so I can have a look.

See below screenshot as an example:

Regards,

[matt_staples]

Thanks.

Search results for searching on 356696 on live (returns 0 results)

http://dumptext.com/eA4Ov7Kx

Compared to searching for LUINC0356696 on live (goes straight into the incident, though if i click on 'Exact search match. Click here to see full search results.' this also returns no results)

http://dumptext.com/ivJWDH0v

Compared to searching for 179663 on sandbox (returns 1 result)

http://dumptext.com/02NbXhIW

[sergiu_panaite]

Hi Matt,

I could only view the first dump output the other two have expired. Anyway, the debug output shows it can't find anything for "356696".

To check:

1. Has your instance been upgraded to Calgary text search? Go to System Definition -> Text Indexes -> Under Related Links -> if upgrade to Calgary Text Search has not been done then there should be a link "Upgrade to Calgary Text Search". If that's the case, you should upgrade the text search engine by clicking on that link. This should be done maybe end of Friday so it has enough time to regenerated all text indexes (it does that) over the weekened.

Regards,

[paulhooper]

Anyone had any luck with this? We're on Fuji patch 12 - hotfix 1 and have got the same issue. Looks like an indexing issue as nothing being returned partial ref numbers after a specific date (7th July).

Thanks

[Dr_Bruce]

Hi Matt, we had a similar problem recently on Fuji, and it seemed one of the updates changed the default search parameters.

This maybe a bit simple and suck eggs, but it is what solved our problem. Do a search for anything, then click on the hyperlink 'Search tips and preferences' and make sure all the options are ticked.

I've thrown a screenshot of ours in, just cos i can

Cheers, B