Hi everyone,
We're facing an issue in our production instance where ITIL users are unable to find specific task records with the Global search in the top-right corner (change_request, incident, etc). Otherwise these ITIL users access the records in the backend and in the Workspace properly. The issue is only that the Global Search does not return them as findings. However, admin users can see them with the Global search without any problems. Interestingly, this issue is specific to the production instance—AI Search works as expected in the test instance.
So far, we've already compared the ACLs and Search Configurations between the two instances, but we haven't found any discrepancies that could explain the problem.
Has anyone encountered a similar issue before? Are there any additional areas or configurations we should investigate?
We’d greatly appreciate any insights or suggestions that could help us resolve this!
Thanks in advance for your support!
