ServiceNow Global Search - Showing only Active Tasks

[Richard22]

Hello Community! 

I am having a bit of an issue with Global Search, agents need to be able to find old closed out Catalog Tasks and even Problems, however when searching, a filter is auto applied to say active = true (Image 1) and does not show inactive tickets. 

I have already gone into Text Search Tables (ts_group.list & ts_table.list) and removed all conditions (Image 2), still search results continue to show active catalog tasks/problems/etc for both agents and admins. 

I am hoping someone else has seen this issue and knows the next steps as KB Articles KB0853671 & KB0867389 did not solve it for me. 

Image 1:

Image 2:

[Allen Andreas · Accepted solution]

Hi,

Just to cover this fundamentally, this link is for Next Experience Global Search Configuration: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/search-admin... -- and this link is for the Core UI: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/search-admin... 

Can you confirm that you've followed the instructions for the respective UI in question?

[Richard22]

Hey Allen, 

Thanks for this, not once in all my searches did I see anything about Polis Search Sources. As soon as I reviewed the information and made the change, all worked perfectly. 

[Allen Andreas]

Glad your issue is resolved and yeah, I agree, sometimes things tend to be a bit more nuanced than they probably should be within the platform.