Global search not returning for user

[Emma Bailey]

We have a user who does not get a search return for a global search with certain reference types.

But, when other users with the same access do the same search, they do get search returns. 

The user has the same role which is needed to use global search return which is set in the system property.

This is happening across all searches of the same record type (custom table). 

I have already compared access and it is the same. Is there anything else I should look into?

Thanks

[bammar]

So if youve confirmed they have the exact same roles as simular users.... See if there is anything else different like usertype /department/etc anything that perhaps an acl has been configured on that doesnt pertain to role.

Also if you impersonate the user do you get the same results?  If you do then try to go to the list the missing record should be on and try to find it- see if the system says " hidden by security constraints" .

If you do see the global search results when impersonating its something on the persons machine, ie browser, add ons, etc

Im curious let us know how things go

[Emma Bailey]

Thanks, I'll have another look at the user record and ACLs and compare. 

I get the same result when impersonating, but works fine when impersonating other users with the same access. 

It's strange. Other posts suggest it may be a cache issue. 

[bammar]

Hi Emma,

Do this, remove ALL roles and groups from user. Then set them up like the other 80 as if they are new and starting the job today... This probably should fix it.

[Emma Bailey · Accepted solution]

Resolved using the below knowledge article:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547529