Global Search functionality not working properly when searching on CSM Portal

[Ankit67]

Global Search functionality not working properly when searching on CSM Portal. When searching for cases related to "unable" and "mobiliti" in Global search on Home page of CSM Portal, no cases are returned on CSM Portal but when searched for in their Cases tab.

As per below reply received from Servicenow on this issue.

> These words "unable" and "mobiliti" are configured as stop words in the instance.

If you have more words that are not searchable then the words are in the table "ts_index_stop". > Navigate to the respective record and change the Stop Mode of it to "Not a stop word" to fix the issue.

There will be threshold value set as 50,000 at the task level because Case table is inherited from task table. If it exceeds the limit over 50,000 then that word will be coming in ts_index_stop and then need to change the Stop mode to "Not a stop word" and then we are able to find the cases related to that keyword in Global search.

Please give suggestions to our query- This above fix has been applied to some limited keywords for which we need to change the Stop mode. We have 2800+ records that are mandatory for us and Clients are searching the cases through these keywords(2800) on CSM Portal. Please provide an alternative method to resolve this issue apart from the Servicenow provided the solution.

[Maik Skoddow]

It seems, that you cannot prevent that stop words appear at table ts_index_stop. What about implementing a business rule, that would correct the stop mode to "Not a stop word" automatically on inserting?

[Ankit67]

If we will cerate a Business Rule as you suggested and then set all the words in ts_index_stop table to Not a Stop word then it will crate Performance issue.

If we are implementing the changes through Business Rule then it will alter the out of the box functionality provided by Servicenow

[Maik Skoddow · Accepted solution]

Hi @Ankit 

"If we will cerate a Business Rule as you suggested and then set all the words in ts_index_stop table to Not a Stop word then it will crate Performance issue."

Can you please explain that? Why do expect performance issues? Have you already tried this? If so, I would be very interested in your experiences!

"If we are implementing the changes through Business Rule then it will alter the out of the box functionality provided by Servicenow"

Does that mean you haven't done any customization at all and just use everything out-of-the-box? And I wonder why ServiceNow offers all the customization options if no one is allowed to use them.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[John Palmer]

why not simply Disable Auto Stop words for the Task table?

    Navigate to System Definition > Text Indexes.
    Open the text index entry for the table. (Task)
    UNCHECK the Auto stop check box. (or make the Auto threshold value MUCH higher than the default 250,000)
    Save/Update...