question Unecessary popup in Global Search in Developer forum

Unecessary popup in Global Search

rubesh_u — Tue, 28 Oct 2025 10:29:51 GMT

It happens only for a particular case type.

When I perform a global search using the Case number and click on the search result tile, a pop-up message appears stating that the same record is another match. However, when I search for it in the list view, only one record is displayed.

Re: Unecessary popup in Global Search

Suneesh — Tue, 28 Oct 2025 10:43:52 GMT

Hi @rubesh_u,
Is this custom table is extended table to Case table?

Re: Unecessary popup in Global Search

Sarthak Kashyap — Tue, 28 Oct 2025 11:04:20 GMT

Hi @rubesh_u ,

I think there are two record with same number one in sn_customerservice_case table and another in x_elin_i_s_cases_i_s_cases, can you please try to deactivate or delete this record and search again if it comes or not.

Global Search doesn’t look at just one table.
It searches all indexed tables where the “Number” field exists or is mapped.

In your case:

One record is in sn_customerservice_case (standard Case)
The other match is in your custom case table (x_elin_i_s_cases_i_s_cases)
Both happen to share the same case number CSE0077559

Or try to search with other number, I think this pop-up is coming when record with same number is there.

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

Re: Unecessary popup in Global Search

rubesh_u — Wed, 29 Oct 2025 13:41:48 GMT

Yes @Suneesh It is extended but this issue is not present in other case extended tables.

Re: Unecessary popup in Global Search

rubesh_u — Wed, 29 Oct 2025 13:42:15 GMT

Hi @Sarthak Kashyap

It is extended from case but this issue is not present in other case extended tables.

Re: Unecessary popup in Global Search

Suneesh — Wed, 29 Oct 2025 13:55:35 GMT

Hi @rubesh_u ,
Can you check in this table sys_number, Is the prefix are same for Custom table and Case table.

Re: Unecessary popup in Global Search

rubesh_u — Fri, 31 Oct 2025 01:59:33 GMT

Hi @Suneesh
The sys_number is unique.Probably we need to raise an HI ticket for this

Re: Unecessary popup in Global Search

Suneesh — Fri, 31 Oct 2025 02:59:56 GMT

Hi @rubesh_u ,
That may be ideal approach since it is working for all other custom extending tables it should work for this table.
There is kb article for this issue similar kind issue, where is to fix the issue remove the record with TASK mapped to Catalog Task. This will resolve the issue.