Search bar in Custom workspace is not working

[SahilY411148860]

Hi Team,

I’ve created a custom workspace, but I’m noticing an issue with the search behavior. When I click on the Exact match label, the case record does not open. However, if I click on View results, the record opens as expected.

Could you please help me check why the Exact match option is not navigating to the case record?

[Mark Manders]

Official ServiceNow communication from August 12th:

Search results not displaying as expected in Customized Workspaces

Take action • August 2025

We’ve identified an issue, introduced in Now Platform® Yokohama Patch 4 and Xanadu Patch 9 that affects the Search feature in Customized Workspaces.  Global search functions correctly on the global workspace; however, in custom workspaces, search results are either not displayed or, when they do appear, clicking on them does not open the corresponding record or show any information.

Our records indicate your noted instance(s) may be impacted by this issue.

Here's what you can expect

• In the Next Experience interface, search results within a customized workspace does not function as expected.
• The issue is fixed in Xanadu Patch 9a Hot Fix 1, Xanadu Patch 10 & Yokohama Patch 6.

Here's what we need you to do

• Please review KB2252998 for more details about this issue. 
• We recommend upgrading to the fixed version. If you are unable to upgrade at this time, you can apply the workaround described in KB2252998.

Questions?

We are here to help. If you have any questions, please log in to reply directly to this Communication Record or visit the  Customer Support - Contact Us  knowledge article for contact information in your region.