Why sc_request record not opening when I hit Enter in the global search with the request number?

[asrsharma07]

Hi All, 

When I search for a request in the global search, it shows the result, but when I hit Enter, it does not take me to the record. For other tables, such incidents or RITM numbers, it works correctly and takes me to the record when I hit Enter. Please refer to the image below for better understanding.

Thanks

[asrsharma07]

No

[Nam11]

We are seeing the same behavior. Hitting enter will open other task types like change, ritm, incident... but not Request. This worked in Utah. We are upgrading to Washington patch 4 and seeing this.

[Nam11]

This might be a bug in the OOB code. There is a javascript error after hitting the enter key... which is probably preventing the code from continuing. Again this error isn't happening when searching for anything else that is not a Request record.

[Eswar Chappa]

Hi @asrsharma07 

Just have a look at these support articles , These will help you to hadle the issue you are facing,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715906

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0683219

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0752963

Mark this as Helpful / Accept the Solution if this helps.

Thanks & Regards,

Eswar Chappa