Remove ability to show direct match from Global Search.

[cwmurphy]

Hello all,

        We are implementing the Global Search function for all users, but have come across some issues.   We have built a new ESS portal, created a new header, and all of our links are working correctly.   However, when a user does an exact match search, the default view takes over and all of our CMS changes are rendered useless:  

I have gone to User Preferences and set ts.match to false so it will force into the list view, which is nice and works just fine, except for non-ITIL users.   It shows them this:

When I turn ts.match back to true, it will display for the user the exact match of that incident/task/etc, but our CMS is still absent.   I have also messed around with the ACL restrictions, but none of them allowed any additional view for the user.   Only changing the ts.match from false to true gave any results.

Here is my two part question:   1) Does anyone have any knowledge on created a view/CMS with a header for the exact match function in ESS?   2) Does anyone have any knowledge on User Preference/ACL changes in order to allow a non-ITIL user the ability to see global text searches relevant to them?

[camds]

Hi Chris,

Is the issue that when the user selects a record after the search they are sent to the standard view of the incident rather than the detail page for incidents in the CMS?

You might be able to solve this issue by using "Content Types" in ServiceNow CMS to redirect the users to a CMS page after the search.

Creating Content Types - ServiceNow Wiki

Cheers,

Cameron

[cwmurphy]

We have created new Content Types for this issue.   It only works if there is not an exact match during the search.   If the user were to search for the numbers 0053902, it would render the search page with links and our header.   Once the correct link is clicked, it then stays on the same page with proper CMS and the header.   If the user has an exact match by typing INC0053902, the search page shows up for a couple of seconds then the new page renders with no CMS and no header.

[brumiou]

Hi Chris,

we have the exact same issue here.

Have you found a solution or a workaround?

Thanks

rgds

Xavier

[cwmurphy · Accepted solution]

First, go to User Preferences and find the "ts.match" preference.   It's does this specifically:   Global Text Search - return task if search term is task number.   You will want to set that to Value = False.   This will take care of all of your ESS users.  

Second, you will want to set the Global Text Search preference to Default.   There are two preferences to change as seen below.   Make sure both of the boxes blank

Form view to use for Global Text Search exact match - blank means Default view

List and form view to use for Global Text Search results. Blank means default view.

We found that if we did not do both steps above, ITIL users were not seeing the default view of some records, specifically Ad Hoc Requests.   They do not have the ability to change their view so it was causing issues.