When creating a new incident, in "related search" result, we can see the similar incidents/KBs, howe

[yingliu]

When creating a new incident, in "related search" result, we can see the similar incidents/KBs, however one incident with the exact same short description and description doesn't display. 

I checked the other incident with the same status and the creation date can display in "related search", so it should be no the context setting issue, right?

Then why this expected incident can't show in the "related search" result? 

[sakshinitnaware]

Hey @yingliu 

I don't think we can completely rule out a Related Search configuration/context issue based only on this observation. The fact that another incident with the same status and creation date is returned confirms that Related Search is working, but it doesn't necessarily mean every matching incident will be returned.

Related Search results can be affected by the underlying search source, conditions, indexing, and relevance/ranking. Therefore, even if the Short Description and Description are exactly the same, the expected incident may still not be returned.

For troubleshooting, I would recommend checking the following:

1. Verify the Related Search configuration

   • Check the Related Search configuration/search source being used for the Incident form.

   • Verify the table, conditions, filters, and any additional query criteria.

   • Confirm that the missing Incident satisfies all those conditions.

2. Check the search index

   • Verify whether the missing Incident is indexed and searchable.

   • Search for a unique phrase from the Incident using the same search mechanism independently of Related Search.

   • If the record is not returned there either, investigate indexing rather than the Related Search component itself.

3. Compare the two Incident records

   • Compare the Incident that appears with the one that doesn't.

   • Check fields such as active, state, short_description, description, category, subcategory, assignment group, service/CI, and other fields referenced by the search configuration.

   • Also compare the Updated timestamp, since a recent update may not yet be reflected in the search index.

4. Check ACL/search visibility

   • Verify that the user creating the new Incident has access to the missing Incident.

   • If the record is not accessible through the underlying search, Related Search will not be able to return it.

5. Check relevance/ranking and result limits

   • Related Search may rank results based on relevance rather than simply performing an exact field-to-field match.

   • If there is a result limit, the expected Incident may be ranked below the returned results and therefore not displayed.

6. Test with a unique keyword

   • Take a unique term from the missing Incident's Short Description or Description and search for it directly.

   • If the Incident appears in the direct search but not in Related Search, the next area to investigate is the Related Search configuration/query/relevance logic.

So, an exact match in Short Description + Description does not by itself guarantee that the Incident will appear in Related Search. I would first recommend to compare the search-source conditions and indexing status between the Incident that appears and the expected Incident that is missing.

[yingliu]

Thank you for all the sharing. I've tried per it, still doesn't work. Here's some additional findings. 

1. Lisa can reproduce the issue in Production

In the Prod instance, when creating a new Incident with the short description:"msp rdp is disconnecting frequently", the expected incident INC0050529, which has the same short description, does not appear under Resolved Incidents in Related Search.

I verified that:

• Some other resolved/closed incidents are returned under Resolved Incidents.
• Compared with those returned incidents, INC0050529 shows no obvious differences in:
• State
• Creation date
• Short description
• The short description is an exact match.

In addition, a Global Search for: "msp rdp is disconnecting frequently" successfully returns INC0050529, which indicates the incident has been indexed and is searchable.

1. Lisa cannot reproduce the issue in Development

In the Dev instance, I created Incident A with the short description:

"AMS rdp is disconnecting frequently"

When creating another incident with the same short description, Incident A appears in the Related Search results under Open Incidents.

Notably, Incident A was resolved more than three hours ago, but it still appears under Open Incidents rather than Resolved Incidents.

This behavior suggests there may be an issue with how incidents are being categorized between the Open Incidents and Resolved Incidents search result groups, or there may be differences in the Related Search configuration/indexing behavior between Dev and Prod.