Issue with Classic Mobile Search Showing No Results After 3 Characters

[Steven McCray]

Greetings all,

Having an issue where the Classic Mobile App is causing the search filter results to show nothing if more than three characters are typed into the search bar.

Unsure as of what has changed as we haven't done any work on the Classic Mobile App in quite some time, and we haven't upgraded or patched recently either. We are working to move to the ServiceNow Agent app, but haven't been able to make the jump quite yet.

I've also confirmed we have a Table Title that has the Fields and Search Fields referencing the serial_number field. That means we should be able to 100% search via Serial # values, from my understanding.

Until then, hoping to find a possible resolution on where the issue may lie, for this problem. See the images below.

3 Character Results: Shows the results of any assets with the matching 3 characters in the Serial #, as expected. This is correct and working as intended.

4 Character Results: Seen here, you can see the search results should be showing the first asset (as seen above) as it matches "2M9T", but actually provides no results at all.

[Alberto Consonn]

Hi,

you have to use wildcard for getting results, try to search the string "*2M9T".

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[Steven McCray]

That doesn't have any affect on the issue. Currently I also have a ticket open with HI Support to see if there is something that they can find.

If you look at my images, 2M9T should show up when typed, and it goes away at 4+ characters. the * has no impact on that factor or not.

[Steven McCray · Accepted solution]

Root cause was found. On the List Layout view, the Configuration Item (reference field) column had a corrupt cmdb record in one of the associated assets, resulting in an error when the records were being queried/searched for.

Solution was to remove the Configuration Item column from the List View of the Mobile view for the alm_asset table.

Issue resolved.