Global Search seems not to check the worknotes.

[Christinalu]

Hi, 

we have troubles to find tickets via the global search in Mysupport. 

We have 2 requests with a specific customer number written down in the work notes. 

And if we search the customer number via global search, we do not get any result. 

We tried with a report using "keyword" "Contains" but then we got only 1 of the 2 requests as result... better than nothing but not good enough to stand an audit... 

Can you pls help us ?

[Brian Lancaster]

I noticed something in my instance that it was not search request item table only sc task and request. So I went to ts_group.list and then opened the tasks search groups I added sc_req_item table to the search. Now I'm able to search and find things in work notes. I can't get into my PDI at the moment to see if there is default or one of our vendors change the config.

[Christinalu]

Hi Brian, 

thanks for the quick answer. So if I got you right, I need our admin to change the search config? Unfortunately, I do not have admin rights, so what is the config called, so I can have it adapted?

KR

Christina

[Brian Lancaster]

Its the text search groups. Give him he details I have you and he should be able to handle it.