Global Search returning Closed/Resolved Incidents

[terrieb]

When using Global Search, it returns ALL Incidents, including Closed and Resolved state ones.

I tried the steps below, but it is still returning Closed/Resolved tickets:

Here are some detailed steps to change this:

1. Navigate to "ts_group.LIST"

2. Open the record with the Name of "Tasks"

3. In the Text Search Tables related list, open the record for the table "incident"

4. Change the conditions to [Active | is | true]

5. Save the form

I also added an additional condition of State is one of "New, In Progress or On Hold" with no change.

Any other suggestions

[Cheshire Cat]

If you are using the Next Experience UI then:

• sys_search_context_config.list > Now Experience Search Configuration > Tasks - Incidents.
• Documentation: Search settings filter and group global search results by table (servicenow.com)

If this happens to work for you, please mark my answer correct and give me a thumbs up! 😉

[Sumanth16]

Hi @terrieb ,

If you have AI Search enabled, navigate to AI Search -> Search Experience -> Search Applications

Then open the Now Experience Search Configuration record and look for the Application Search Sources related list. Find the table for which you want the records and update the condition.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[Deepak Shaerma]

Hi @terrieb 

The steps you’re mentioning seem to be targeting the advanced configuration of the Text Search Index for the Task table, which is likely not the correct approach for altering your Global Search behavior in ServiceNow.

Global Search utilizes the Zing text search engine, and by design, it will return anything it finds relevant based on the search keywords, regardless of the state of the record. However, to fine-tune or restrict search results, you can use Search Contexts.

To filter the Global Search results to exclude Resolved or Closed Incidents, follow these steps:

1. Navigate to the Global Search Configuration:
- In the filter navigator, search for “Search Contexts” and select it.

2. Edit or Create a Search Context:
- You may choose to edit the default Global Search context or create a new one under the “Search Contexts” module, which can be restricted based on user criteria like roles.

3. Modify the Context Configurations:
- Search contexts allow you to add table-specific filters.

Here’s how to add filters to exclude Resolved/Closed incidents for the default search context:
- Open the default context or the one you wish to modify.
- Scroll to the “Tables” related list and open the configuration record for the Incident table.
- Use the condition builder (the ‘Filter Conditions’ setting) to specify the filter: [State] [not in] [Resolved, Closed] or [Active] [is] [true].

4. Save the Changes:
- After adding the filter conditions, save your changes by clicking “Update” on the form.

Once you update the search context, the Global Search should only show Incidents that match the criteria set (i.e., Active Incidents). Keep in mind that this change will affect all users under this search context, so make sure this aligns with the desired user experience.

Please Mark this as Helpful/ Solved if this solves your query

Thanks & Regards
Deepak Sharma