Contextual Search - Search as user returns no results

[Vegard S]

I've never tried to use this feature before, but according to this article:
https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/contextual-search/...

I should be able to add this option so ITIL users can search knowledge articles as the caller, to filter out results from knowledge bases the caller doesn't have access to. 

However, after setting it up, I get "No matching results found". No matter what the search term is. 

If I impersonate that user and open the Incident and try it withing the My Results tab, then everything appears. So I know the user actually has access to the articles. 

The config is nothing special, just Search as field set to Caller:

Edit: 
So, it seems this feature actually starts an impersonation session (not quite sure), which for some reason resets elevated roles. This particular customer instance has an additional setting where even admin users needs to elevate roles to be able to actually get admin rights. 

I have no idea why this happens, but it's obvious this is what breaks the thing. 

[MrMuhammad]

Hi Vegard,

Is this not working for specific caller or no matter what caller you select its not working?

Please mark this helpful/correct,  if applicable.

Regards,

Muhammad

[Vegard S]

Yes, no matter who the caller is. 
Even if I impersonate the caller and open the record, I can see the results in My Results. 



But from the ITIL side, this appears:

[MrMuhammad]

From the ITIL side, in the screenshot the Caller is empty. Can you try 3-4 different callers and with different ITIL people?

[Vegard S]

It's not empty, I just removed it from the screenshot for privacy reasons. 
Doesn't matter who is the caller, even tried admin users, the same result. 

Just tried to set it to search as Assigned to as well, where the assigned to is a ITIL user, same results.