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

AnveshKumar M · ‎12-14-2023

@brahmanaidus Yes, both will work.

Thanks,
Anvesh

Dr Atul G- LNG · ‎12-14-2023

Hi @brahmanaidus

I am on Vancouver and i did not make any changes in my PDI and still getting closed tickets.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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AnveshKumar M · ‎12-14-2023

Hi @Dr Atul G- LNG

AI search is not available for PDI, so it doesn't effect our PDIs.

Thanks,
Anvesh

Dr Atul G- LNG · ‎12-14-2023

okay but I can see all AI search related modules in my PDI.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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AnveshKumar M · ‎12-14-2023

@Dr Atul G- LNG Yeah true. We can see all modules related to AI Search, but if you check the AI Search status module, it will be in disabled state. You can request for enabling it, but the request won't be fulfilled. My personal experience 😊

Thanks,
Anvesh