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.
