Using AI Search, "View All Results" isn't showing a Case Record

[kfitch]

I am configuring AI Search (Next Experience Search) and have added the Case table as a searchable source.

When I search for a specific record number, the correct Case record appears in the dropdown results. However, when I click “View all results,” that same record does not appear in the full results list.

This suggests the record is being indexed and is searchable, but is not included in the “View all results” display.

So far, I have confirmed:

• The table is configured as an Indexed Source

• It is set up as a Search Source

• It is included in the Search Profile

• It is configured as a Facet in the Search Application

I’m trying to understand what controls the difference between the dropdown results and the “View all results” page, and why the record would appear in one but not the other.

I’ve attached screenshots to help illustrate the issue.

Thank you for your assistance.

[Tanushree Maiti]

Please refer this links, see if it helps you:

https://www.servicenow.com/community/developer-forum/global-search-is-not-returning-results-and-only...

https://www.servicenow.com/community/intelligence-ml-forum/result-not-linking-to-portal-view-of-reco....