Employee Search on Case Creation

[Sabrina10]

When creating a new case for an employee on the case creation screen, I have a specific employee record that will not display if 'Force partial search' is checked on the Case Creation configuration record when searching by this employee's full name.  The employee does show up if I search by their user_name or employee number.

I've tried increasing the page count so more results are returned, but it still doesn't appear.    I'm testing on both native and hr agent workspace with the same results.

Does anyone have information on how the employee search works on the case creation screen?

[Susan Britt]

Hi Sabrina,

Yes, the max search limit is probably being reached.  We have had the same issue on multiple customers.  There is a system property, glide.ts.max_wildcard_expansion, that is most likely the cause.  I believe the OOB value is 500.  Increase that to like 1000 or 5000 and see if it resolves your issue.

[Susan Britt]

Just FYI, the name search should work, even when hitting this max if you use the asterisk before the name (e.g., *Susan).

[Sabrina10]

Thanks, I upped it to 1000 and that seems to have resolved the issue, or at least provided a workaround, but I'm still curious as to how the employee search works. Do you think this is because the user I'm searching for has a common name or parts of their name are within many other names or fields used in the search terms?

I think I found that the query is built in the hr_CaseCreation script include, but still trying to reverse engineer it to understand better.   

[Sabrina10]

I just answered my own question - the employee's last name is short enough that it is contained in many other text fields.