Hi,
We were facing the same issue and ServiceNow didn’t provide a direct workaround. However, we found our own solution. After upgrading to Patch 6 on the sub-instance, we took the code they applied as a fix in Patch 6.
The solution was implemented in the KBCommonSNC script include, but we cannot modify it due to security constraints. Instead, we added the necessary code to the KBCommon script include, which resolved the issue of not getting any search results when searching for KB articles from global search.
Script include : KBCommon
https://Instancename.service-now.com/sys_script_include.do?sys_id=39e84ab2d72121004792a1737e610306&s...
Function that added in this :
// Xanadu upgrade patch 6 source fix for FedEx
//
getCorrectlyPaddedNumber: function(number) {
number = String(number);
if(gs.nil(number))
return number;
// check if the number is already present before adding padding
var kbKnowledge = new GlideRecordSecure("kb_knowledge");
if (kbKnowledge.get('number', number)) {
return number;
}
var grNumber = new GlideRecord("sys_number");
grNumber.addQuery("category", "=", "kb_knowledge");
grNumber.query();
if (grNumber.next()) {
this.PREFIX = grNumber.prefix + '';
this.DIGITS = grNumber.maximum_digits;
}
if (number.length == (this.DIGITS + this.PREFIX.length))
return number;
number = number.replace(this.PREFIX, ''); //Remove prefix
number = number.replace(/^0+/, ''); // Remove leading zeros
number = number.padStart(this.DIGITS, '0'); // Pad with zeros to meet the required length
return this.PREFIX + number; //Add the prefix back
},
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Note: Make sure to remove this code once you upgrade with Patch 6.
Please mark this if it helpful.
