question "Search global" is not working in while searching with keyword in Community Central forum

"Search global" is not working in while searching with keyword

VaishnaviP72982 — Thu, 12 Mar 2026 06:40:37 GMT

Global Search functionality not working properly when searching on navigator view. When searching for cases related containing keywords alike : derusvlzsplh or any nodes in Global search on Home page no incidents are returned.

The incidents which got created recently or 3 days back containing such words also not returned during global search.

Someone help me to understand the functionality and configuration of this global search and finding the cause of this issue.Thanks

Re: "Search global" is not working in while searching with keyword

Nayeem A — Thu, 12 Mar 2026 07:17:33 GMT

Hi,

This issue can occur if Text Indexing is not enabled for the field where the keyword exists.

You can verify and enable this by doing the following:

1. Navigate to System Definition → Dictionary.
2. Search for the field in the Incident/Case table where the keyword is stored (for example short_description, description).
3. Open the dictionary entry for that field.
4. Set Text Index = true.
5. Save the record.
6. Then go to System Definition → Text Indexes and regenerate the index for the table.

Explanation:
Global Search only returns results from fields that are text indexed. If the Text Index attribute is set to false in the dictionary entry, the field content will not be added to the search index. Because of this, incidents created recently or earlier will not appear in Global Search even though they contain the keyword.

After enabling Text Index = true and regenerating the index, the records containing the keyword should start appearing in Global Search results.

If this helped resolve your issue, please consider marking this response as the solution so it can help others facing a similar problem.

Thanks.

Re: "Search global" is not working in while searching with keyword

Mark Manders — Thu, 12 Mar 2026 08:25:56 GMT

Have you checked your search sources?

Re: "Search global" is not working in while searching with keyword

VaishnaviP72982 — Thu, 12 Mar 2026 08:46:21 GMT

Yes , I have searched and there are no conditions specified for incident table.

Re: "Search global" is not working in while searching with keyword

VaishnaviP72982 — Thu, 12 Mar 2026 13:11:14 GMT

Hello @Nayeem A

Thanks for your time and explanation.

I have tried checking the dictionary table but was not able to find short description or description field in the incident table.

Re: "Search global" is not working in while searching with keyword

Nayeem A — Mon, 16 Mar 2026 09:20:47 GMT

Hi
You might not see those fields on incident table as they inherit from task table so check them once at task table.
If this helped resolve your issue , please consider marking this response as the solution so it can help others facing a similar problem.
Thanks

Re: "Search global" is not working in while searching with keyword

VaishnaviP72982 — Wed, 18 Mar 2026 12:55:46 GMT

Hi Nayeem,

Thanks for the help.

As per the vendor suggestions , we have performed re-indexing the incident table by navigating to the Collection Dictionary record for the Incident table and clicking on "Generate Text Index" and same with Group table.

Now it is working as expected.

Re: "Search global" is not working in while searching with keyword

Nayeem A — Mon, 23 Mar 2026 12:06:59 GMT

Hi,

Thanks for the update. Glad to hear the issue is resolved after re-indexing.

Re: "Search global" is not working in while searching with keyword

VaishnaviP72982 — Mon, 23 Mar 2026 12:48:00 GMT

Hello @Nayeem A

We have performed re-indexing still the recently created incidents are not visible and this issue is not persisting in any other lower instances.

Re: "Search global" is not working in while searching with keyword

Nayeem A — Tue, 24 Mar 2026 04:45:54 GMT

Hi,
Can you please check if the “text index events process” scheduled job is running normally and if there are any text_index events stuck in the queue? Also verify that text indexing is enabled on the Incident table and required fields (like short_description and description), and compare this configuration with a lower instance where it’s working