On Global search SYS id is coming instead of short description.

[Sumisngh29]

when we search for knowledge article On Global search SYS id is coming instead of short description... Sys id is coming on global search in ITSM .

Attaching the ss. Any help will be appreciated.

[Sumisngh29]

yes, i got the solution.. if you need the solution .please let me know

[Vignesh Roshan]

Hi @Sumisngh29 ,

Please add the solution here.

[Satishkumar B]

Hi @Vignesh Roshan 

Ensure that the "Short Description" field is set as the primary field for display instead of the "Sys ID".

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[shreedevin]

Rebuild the Search Index

1. Navigate to Search Indexes:

   • Go to System Definition > Search Indexes.

2. Rebuild the Knowledge Index:

   • Find the index related to knowledge articles.
   • Click on Actions and select Rebuild Index.
     
     
     
   • <div class="search-result-item">
     <h3>${short_description}</h3>
     <p>${text}</p>
     <p><small>${number}</small></p>
     </div>
     
     

Thanks and Regards
Shreedevi Narayana

Please mark this response as correct or helpful if it assisted you with your question.

[Brad Warman]

For anyone else still having this issue, ServiceNow have advised that it is a known problem (PRB1762185) and will be resolved in the Xanadu release. For now, the workaround is to update the list view of your article templates default view so that a string field comes straight after the number field. In our case, we added the short title (short_description) field after the number field and it resolved the issue.