Hello @AryanSingh,
By design, not a bug. Which scopes a user sees in that dropdown (your screenshot shows Global checked with Service Operations Workspace listed under it) comes down to roles and workspace config, not chance.
The picker only lists scopes a user is entitled to. If a user only ever gets SOW search with no Global option to flip to, walk through these:
- The glide.ui.can_search property in sys_properties gates Global text search by role. Out of the box it lists itil, text_search_admin, admin and delegated_developer. If the affected users don't carry one of those roles (or a custom role you've added there), they never get a Global option in the first place.
- The Multiple Experiences setting on the Unified Navigation app shell UX app record. If it's off, a user gets the single experience they're assigned instead of the picker that lets them choose between Global and a workspace scope.
- The chrome_header UX Page Property tied to the SOW workspace. Check searchEnabled and globalSearchDataConfigId under UX Page Properties, if globalSearchDataConfigId is missing or renamed for that workspace, users land on SOW search with nothing else offered.
- Once a user does pick Global, ServiceNow remembers it as a sticky preference. Users who never had the option, or picked SOW once, stay parked there until the config above is fixed.
The records opening in SOW view instead of native view is just downstream of the search scope being SOW, fix the scope and the open-in-workspace behavior goes with it. There's no single "force everyone to Global" flag, so the real fix is either granting those users the Global role/config above, or pulling their SOW-forcing role or plugin access so they never resolve into that workspace to begin with.
Thank you,
Vikram Karety
Octigo Solutions INC
