How to enable global search by Configuration Item to return related Incidents & RITMs?

FemyM
Tera Contributor

4 hours ago

I am working with Service Operations Workspace (SOW) and need help configuring the global search bar behavior.

Requirement:
When an agent types a Configuration Item (CI) name in the SOW search bar, the search should return all related records, specifically:

  • Incidents

  • Requested Items (RITMs)
    where the searched CI is associated with the record.

This should include both active and closed records.

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Brian Lancaster
Kilo Patron

an hour ago

Mine does most of this out of the box. However, you do need to make some configuration changes to the goal search as only incident is configured to return everything and all other task types have a condition of active is true. So you will need to remove these conditions.
https://www.servicenow.com/docs/r/washingtondc/platform-administration/search-administration/search-...

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