How to enable workspace search to open in a tab in configurable workspaces

[Community Alums]

In the Agent Workspace, when using search the results opened in a new workspace tab. This allowed the user to switch between tabs, quickly open new tickets or review the existing ones. 

The search results in Service Operations Workspace now open over the whole workspace and do not allow changes between tabs. While you can still use the return link and the SOW state is reopened that does not allow for a smooth working of the operators. The previous UX enabled them to have search and multiple tickets open simultaneously. This allowed for quick switches back and forth without much friction.

I've contacted support to check if this can be replicated in the new shell but the answer was negative. I also opened an idea for this. I am curious if everyone else just accepted this new way of searching or did you find ways to improve or change the current search experience? I know that UI builder has some components that could be used for this but I'm reluctant to use that as the main search for the users. Any ideas/thoughts on this are welcome.

[Geraldina Valer]

Hi everyone,

I am experiencing an issue with Global Search in Service Operations Workspace.

When a user searches for any value (for example, a RITM number such as RITM0308734 or a keyword such as "Outlook") using the search icon in Service Operations Workspace, the system opens a new tab and redirects the user to:

https://xxxxxxxxservice-now.com/now/nav/ui/home

However, the search is not executed and no results are displayed. The user must perform the same search again from the newly opened page in order to get the expected results.

We expected the search results to be displayed immediately after the initial search, without requiring the user to repeat the search.

This behavior occurs for all users and in all environments.

Has anyone seen this behavior before or knows if there is a configuration related to Global Search?

Thank you.

[Geraldina Valer]

We found that setting the following property:

glide.ui.polaris.use.selected.search.context.route = true

resolved the issue when searching from Service Operations Workspace. Search results are now displayed correctly in the same page.

However, the issue still occurs when searching from Next Experience Home (/now/nav/ui/home).

From the Home page, entering a search term still opens a new tab and redirects the user to /now/sow/home without executing the search. The user must then repeat the search manually from SOW to obtain the results.

Has anyone experienced this behavior specifically from /now/nav/ui/home or knows whether additional configuration is required for Unified Navigation search?