Global search not displaying closed tickets

brahmanaidus
Kilo Contributor

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?

1 ACCEPTED SOLUTION

AnveshKumar M
Tera Sage
Tera Sage

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.

 

Screenshot_2023-12-14-10-15-53-314-edit_com.android.chrome.jpg

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

Thanks,
Anvesh

View solution in original post

9 REPLIES 9

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @brahmanaidus 

 

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

LearnNGrowAtul_0-1702468276085.png

LearnNGrowAtul_1-1702468287597.png

 

 

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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Thanks for your answer. Butno luck !

AnveshKumar M
Tera Sage
Tera Sage

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.

 

Screenshot_2023-12-14-10-15-53-314-edit_com.android.chrome.jpg

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

Thanks,
Anvesh

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?