Global Search within Service Operations Workspace

[Jeffrey Beaudry]

We recently upgraded to Tokyo and are in the middle of configuring the Service Operations Workspace, but there is differing behavior with the Global Search feature between our TEST and DEV instances.

In DEV you can search globally. 

In TEST you can only search the workspace.

We've looked at any and all configuration differences but cannot find one. 

Not sure if this is possible due to a skipped script or corrupt upgrade. Need some assistance to point us in the right direction. Thank you.

[Mika Latvala]

Funny is, I finally found clear instructions but still this does not help. We already had this value as "true" but still we only have "global" search available. It's frustrating since when working in SOW but all the search results open in core. Any ideas, anyone?

BTW, since this seems to be a difficult configuration, has anhone found a proper article from ServiceNow how to configure everything properly? AI search does not support CMDB tables so it's not an option for us but still we'd like to use both SOW search and global search - with additional (CMDB and CSM) tables.

[Mika Latvala]

Answering to myself, there are properties where you need to match either AI search OR Zing sys_id's, depending on the selection you have made in the system property:

/sys_properties_list.do?sysparm_query=nameSTARTSWITHglide.ui.polaris.ais_ready&sysparm_view=

If you have the value as "false", you use Zing, when "true", you have AI search.

Next step is to validate per each search config, that the sys_id there refers to a correct search application:

If glide.ui.polaris.ais_ready = true, then we need to ensure the values of the globalSearchDataConfigId 'sys_ux_page_property' records are the AI Search global search application. (Default = 6ebf8fe1531201107f03ddeeff7b122b)

If glide.ui.polaris.ais_ready = false, then we need to ensure the values of the globalSearchDataConfigId sys_ux_page_property records are the Zing global search application (Default = c861cea2c7022010099a308dc7c26041)

This helped us to get the configuration working.

[JohnnySnow]

This is already true in our instance, any idea then what needs to be done?

[Sergio Valverde]

I've faced a similar issue today. The "Unified Navigation app shell" UX Parent Application had the "Multiple Experiences" flagged, but still Global was not an option in the Global Search.

Solution was to check "glide.ui.can_search" property, in case some roles are defined there. If any role, global search will only be available for that role. In my case the value was "delegated_developer" role, don't know why.