Question about the Global Search

[Sergio26]

Hello,
I'm trying to understand a behavior abour the Global search and Hope someone can help me.

We have a user who doesn't have the itil role but instead has the business_stakeholder that allows to have a read only access to all ITSM related tickets (incidents, problems, requests, changes).

When he uses the Global search (magnifient glass top right corner) he's able to search for a ticket by entering prefix+number (INC1234567). This brings him directly to the specific ticket.

However, when he enters only the digits (without the INC) this brings him to the search results page but without any results.

I did some tests and a user with the itil role can enter only the digits and the ticket will show in the search results page.

I tried looking for a sys property and only found this one glide.ui.can_search and it already contains the business_stakeholder role.

Anyone knows what can prevent the global search to use only a part of a ticket number if the user doesn't have the itil role?

Thank you

[Community Alums · Accepted solution]

Hi Sergio, 

Have you tried adding business stakeholder into the 'Tasks' search group? 

https://instancename.service-now.com/nav_to.do?uri=ts_group.do?sys_id=8c58a5aa0a0a0b07008047e8ef0fe07d

Let us know how you get on!

Mike

[Sergio26]

Yes that was it! Now it works!

Thank you!

[Community Alums]

I tried this solution but my user is still having problems.

[Seb]

The above solution will not work if you are using the Next Experience UI. Please refer to this article if you have Next Experience enabled on your instance: https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/search-administ...

You basically go to sys_search_context_config.list, click on the "Now Experience Search Configuration" then add the "business_stakeholder" role to the tables you want the search enabled.

Cheers!