Incident records not visible in Global Search when searching by keyword

Bella1418
Tera Contributor

‎08-01-2025 11:47 AM - edited ‎08-02-2025 10:58 AM

Incident records not visible in Global Search when searching by keyword. Users already have ITIL access. In dev and quality environment we impersonated users and checked incident records are visible, but not in production. (refer to the below screenshot)

Bella1418_0-1754073874907.png

 

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Hemanth M1
Giga Sage
Giga Sage

‎08-03-2025 10:58 PM

Hi @Bella1418 ,

 

Can you check this in Prod : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1832162 

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025
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