Searching reference fields in workspaces

[mrosok]

I'm trying to figure out how automatic searches on fields are configured. When I create a case in CSM/FSM workspace and select the Account field, before I write anything a list of search results are displayed under the field. This search is updated as you type.

When I create a change request in SOW and select the Company field, if I don't write anything I get the same search underneath, but it says "No results found". If I start writing something I will get relevant search results, so there is nothing wrong with the reference qualifier.

If I open up a case in the core UI, I will not get any search results on the field unless I start writing something. I'm assuming this instant search is something that is tied to workspace functionality?

I would like to know how/where this is configured. Preferably I would like both workspaces to behave the same way when it comes to searching fields.

[TamoghnaB]

Hi @mrosok ,

Please check the filter criteria in individual workspaces. The Reference Qualifier in Filter will determine the selectable records.

You can also cross check the dictionary override to ensure there is nothing in there.

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Thank you!

[Ankur Bawiskar]

@mrosok 

-> CSM workspace is based on Next Experience UI framework which supports advanced context-aware search features for reference fields.

-> instant search dropdowns sometimes show recent selections related to user before typing in.

-> classic UI perform search only after user types in, there is simply auto complete query which is used.

-> also recent selections mechanism stores user specific last selected values for reference fields which Workspace instant search uses to show you default drop down suggestions

-> more details in this table (sys_aw_global_search_config) and (sys_user_preference)

If my response helped please mark it correct and close the thread so that it benefits future readers.

[mrosok · Accepted solution]

Found an answer to this in the release notes for SOW Yokohama:

Reference field behavior changes in SOW

Selecting any reference field in SOW now displays only the recent selection values instead of automatic searching and displaying the results of the field values available in the system. This change increases the overall performance of the reference fields. By default, this change is enabled. To revert this change, set the Reference search on click (ref_search_on_click) UX page property to set to true

https://www.servicenow.com/docs/bundle/yokohama-release-notes/page/release-notes/it-service-manageme...