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

FemyM
Tera Contributor

3 weeks 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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3 REPLIES 3

brianlan25
Kilo Patron

3 weeks 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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FemyM
Tera Contributor
In response to brianlan25

2 weeks ago

Hi @brianlan25 I am able to do the search using configuration item in native view...but it is not possible in service operations workspace.

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David77
Giga Guru

2 weeks ago

We had the same issue and opened a case w NOW Support. Here's what they recommended, and it fixed our issues. 
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The issue is caused because there is no ts_table configured for sc_req_item. This table needs to be configured under text search tables.

https://pennstatehealthtest.service-now.com/nav_to.do?uri=ts_group.do?sys_id=8c58a5aa0a0a0b07008047e...

Please find more information in the below kb:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0856313

1)To fix the issue, go to the below link
https://pennstatehealthtest.service-now.com/nav_to.do?uri=ts_group.do?sys_id=8c58a5aa0a0a0b07008047e...
2)Create new text search tables for sc_req_item as mentioned in the above KB.

Please try this in sub-prod instance before implementing in prod instance.

I am moving the case to Solution proposed state with this information. Please review and let me know if there are any questions.


https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0856313

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