Default Search in Service Operations Workspace
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4 weeks ago
Our employees work out of Service Operations Workspace almost exclusively. Most of them use the default search to find Incidents, Tasks, and Requests related to something they are working on. We noticed that this default search doesn't include closed SCtasks and Requests. Where do I go to make a change to the search so that closed SCtasks and Requests are included in the search?
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4 weeks ago
Service Operations Workspace search runs on AI Search, and closed SC Tasks and Requests are usually excluded by an active=true(or state-based) condition on the search sources linked to the workspace's search profile. To change it, go to All > AI Search > Search Experience > Search Applications and open the Service Operations Workspace configuration to find its search profile. In that profile's Search Sources related list, open the sources for sc_task and sc_request and remove the active condition from their filters. Then republish the search profile, because changes don't take effect in the workspace until you do.
Do keep in mind that these are out-of-the-box records, and customizing them will make them get skipped during instance upgrades. If you want to prevent that, I suggest you create your own search sources for those tables with the active filter and link them to that profile instead.
Hope this helps you.
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3 weeks ago
Thank you! This is fantastic! I am having a challenge republishing the search profile. I made the change to the service operations workspace search config. I removed the filter that made it so that catalog tasks needed to be in an open state. I followed directions on how to publish. AI Search > Search Experience > Search Profiles (or go to your specific search application configuration). I followed these instructions, but the change did not work. Any info you have is appreciated!
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3 weeks ago
Glad it helped!
If the change didn't take effect after publishing, a few things are worth checking. First, confirm the edited search source is the one actually linked to the profile SOW uses. Open the Service Operations Workspace search application, note the exact search profile it references, and check that the sc_task source in that profile's Search Sources list is the one you edited.
Several workspaces have similarly named sources, so it's easy to edit the wrong one.
Next, open the search profile itself and confirm the publish completed. The profile should show as published with no pending changes, and you need to be in the profile's application scope (the SOW scope) for the publish to go through cleanly. Then check AI Search > AI Search Index > Indexed Sources for sc_task and sc_request. If the indexed source has a condition excluding inactive or closed records, those records were never indexed, so removing the search source filter won't surface them. In that case, remove the indexing condition and run a reindex of those tables. Also make sure the same change was made on the Requests (sc_request) source, not just catalog tasks.
Finally, log out and back in, or clear your browser cache, before testing again.
Good luck 🙂
