Global search not displaying closed tickets

brahmanaidus · ‎12-13-2023

Our instance was recently upgraded to Vancouver and we have enabled NextExperience now. Earlier we were using UI16. Back then global search would return closed tickets also in search results, but post upgrade they are not appearing in the search.

Any thoughts?

AnveshKumar M · ‎12-13-2023

Hi @brahmanaidus

If you have AI Search enabled, navigate to AI Search -> Search Experience -> Search Applications

Then open the Now Experience Search Configuration record and look for Application Search Sources related list. Find the table for which you want the records and update the condition.

Please mark my answer helpful and accept as a solution if it helped 👍✅

Thanks,
Anvesh

View solution in original post

Dr Atul G- LNG · ‎12-13-2023

Hi @brahmanaidus

I tried this in my PDI and it is giving me results. , means closed incident appearing in results.

Try to clear cache.do and check is any file has conflict in upgrade or try to repair the plugins also check the Global Text properties.

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brahmanaidus · ‎12-13-2023

Thanks for your answer. Butno luck !

AnveshKumar M · ‎12-13-2023

Hi @brahmanaidus

If you have AI Search enabled, navigate to AI Search -> Search Experience -> Search Applications

Then open the Now Experience Search Configuration record and look for Application Search Sources related list. Find the table for which you want the records and update the condition.

Please mark my answer helpful and accept as a solution if it helped 👍✅

Thanks,
Anvesh

brahmanaidus · ‎12-14-2023

I tried it by updating the conditions on Requested items record, and it works fone noe. Can we also create a new record on the same table name with a different set of Conditions?