Related search results not showing expected results for open incidents.

[Supritha Jose]

Hi All,

I am trying to identify how the " Related Search Results " actually works, as I believe it just tries to match the key words and gets the related record. However, when I was testing the same for open incidents, I had kept 3 incidents, one in progress, the others in New and resolved states, and all with the same short description. But when I check under the related list for the same short description it does not show any open or resolved incidents. Am I missing something?

[PaulSylo]

Hi @Supritha Jose -

At this point, i would say to troubleshoot as below once, to see the changes,

1. Ensure the system is indexing incidents correctly and that there are no delays or errors in the indexing process.

2. Try searching with different keywords or variations of the short description to see if results appear.

3. Check if Related Search Results work as expected for other types of records.

If still not working , pls check the below articles,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0961442

https://www.servicenow.com/community/developer-forum/quot-related-search-result-quot-is-not-showing-...