global search does not return user groups for users or admins

[DreDay3000]

global search does not return user groups for users or admins. The groups do exist and the sys_user_group table is functioning correctly. Checked acl's but they should not affect admin. verified that the sys_user_table is configured for global search. Ant suggestion would be greatly apreciated

[SupriyaWaghmode]

Hello @DreDay3000  ,

• Please follow the steps below for troubleshooting:

  ---

  1. Refer to the ServiceNow Knowledge Article

  Follow the instructions in the ServiceNow Knowledge Base article:
  KB0781518-https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0781518

  ---

  2. Verify Global Search Configuration

  The configuration process depends on whether you are using the Core UI or the Next Experience UI (Polaris).

  For Core UI (Text Search Groups):

  • Navigate to System Definition > Search Groups (or type ts_group.list in the filter navigator).
  • Open the relevant search group (e.g., Users and Groups or All).
  • In the Text Search Tables related list, confirm that the sys_user_group table is present and configured with appropriate conditions (e.g., Active = true if applicable).

  For Next Experience UI (AI Search):

  • Navigate to AI Search > Search Experience > Search Sources (or type sys_search_source.list in the filter navigator).
  • Ensure a search source for the sys_user_group table exists.
  • Check the conditions on the search source to ensure they do not exclude the groups you are searching for.
  • Navigate to AI Search > Search Experience > Search Applications and open the Now Experience Search Configuration record.
  • In the Application Search Sources related list, verify that the sys_user_group search source is included.

  ---

  3. Check Text Index Status

  The table must be properly text-indexed for Global Search (using Zing or AI Search) to return results.

  • Navigate to System Definition > Text Indexes.
  • Filter the list for Table = sys_user_group.
  • Verify that the State is Ready.
  • If the state is not Ready, or if you want to ensure the index is current:
    • Open the record and click Rebuild Text Index.
    • It is recommended to perform re-indexing during non-business hours

   Please mark accepted solution if this resolves your query.

  Thanks & Regards ,

  Supriya Waghmode |ServiceNow Consultant

  www.linkedin.com/in/supriya-waghmode

[Ankith Sharma]

Hi @DreDay3000 , Apart from what @SupriyaWaghmode has already covered, 

One commonly overlooked detail is that Global Search behavior for Groups is driven by the search context, not only by table or index configuration.

Here are a few less obvious areas to verify:

-> Search Context vs. Navigation Context

Where the user initiates the search matters. If the search is performed from a scoped workspace, the Polaris header, or a custom application, that context may not include Groups at all.

To isolate this, try searching from:

• The classic platform header
• A different application scope

If Groups appear there, the issue is context-related rather than data or indexing.

-> Display Value and Name Conflicts

Global Search relies heavily on a table’s display value. If sys_user_group.name values are duplicated, overridden, or modified by scripts (Business Rules or dictionary overrides), results can be silently excluded. This often occurs when group names are programmatically prefixed or synced from LDAP.

-> LDAP / External Source Sync Edge Cases

For LDAP-sourced groups, confirm they are not:

• Marked inactive
• Filtered out by a post-import update set or transform script

These records may look correct in list views but still be excluded from search results.

->Zing Cache vs. Index Rebuild

Even when the index status shows Ready, Zing may still be serving cached data. Performing a full index rebuild and flushing caches (or restarting nodes, if applicable) has resolved this exact issue in past cases.

-> Quick Isolation Test

Create a brand-new group with a unique name (for example, ZZZ_Test_Group_123).

• If the new group appears in Global Search but existing ones do not, the problem is almost certainly data- or transform-related rather than configuration.

This method helps determine whether the root cause lies in search context, data quality, or indexing, instead of focusing solely on table settings.

If this was useful and didn’t make things worse, please mark it as Accept as Solution and Helpful 😄

Regards,
- Ankit
LinkedIn: https://www.linkedin.com/in/sharmaankith/

[sagnicdas]

Hi @DreDay3000 ,

Please follow the steps below.

1. Verify and Add Search Groups:
Global search results are filtered by Search Groups. Even if a table is indexed, it will not appear in results unless it is part of a search group. 

Navigate to System Definition > Search Groups.

1. Check for a group named User Administration or Groups. If it doesn't exist, create a new one.
2. In the Text Search Tables related list, ensure the Group [sys_user_group] table is added.
3. Verify that the Conditions field is either empty or set to Active | is | true. 

2. Check User Preferences :

If the search works for some but not others (even admins), a hidden user preference might be disabling the table for that specific user. 

1. Navigate to User Administration > User Preferences.
2. Search for records where the Name starts with ts.table and the User is the affected person.
3. Look for a record corresponding to the sys_user_group table (often formatted as ts.table.<sys_id_of_table>).
4. If the Value is set to false, change it to true. 

3. Regenerate the Text Index:

If the configuration is correct but results are still missing, the search index for that table may be corrupted or outdated. 

1. Navigate to System Definition > Text Indexes.
2. Open the record for the sys_user_group table.
3. Click the Regenerate Text Index related link.
   • Note: This can take time depending on your data size and may impact search performance while running. 

4. Next Experience / AI Search Configuration (2026) :

If you are using the Next Experience (Polaris) UI, search is managed via AI Search. 

1. Navigate to AI Search > Search Experience > Search Applications.
2. Open the Now Experience Search Configuration record.
3. Check the Application Search Sources related list. Ensure a source for sys_user_group is present.
4. If missing, navigate to AI Search > Search Experience > Search Sources, create a source for the Group table, and then link it to the search application configuration. 
   

5. Validate Group Access:

If users cannot see groups even when searching by a direct name, check the out-of-the-box (OOB) ACL for sys_user_group. By default, if a group has a role like admin or security_admin assigned to it, only users with those roles can see that group in search results. 

If you feel this helpful please don't forgot to like it... 

[AndersBGS]

Hi @DreDay3000 ,

Have you verified the properties for global text search?