Search for a request or incident number directly from homepage

[hamidouche]

Hi,

I have seen this feature in another instance, was wondering how it was done so I can replicate for my current employer:

You copy a request number, then you paste it in the search bar (next to the scope picker) and it finds an exact match that you can click on to open the request.

I am not talking about Employee Center or Service Portal, it's on the instance homepage.

That will help a lot to have this feature

[ravikamma]

It is called global search

[hamidouche]

ok thank you for the answer but how can I activate it?

[LohitakshS]

Hey,

That's just Global Text Search doing its thing — when you type an exact record number, it opens the matching record directly. The reason it's not working for you is that the request table either isn't text-indexed or isn't part of your search config. Quick setup:

Classic UI:

• System Definition → Search Groups → add the table (sc_request / incident) as a Text Search Table.
• Then go to the table's dictionary (Collection record) and run Generate Text Index so existing records get indexed.

Next Experience (Polaris): config is separate — add the table to the search source (sys_search_source) and to the Search Application Config (m2m_search_context_config_search_source), and make sure it's text-indexed.

Incident is usually indexed OOB, so test that one first — if INC numbers already redirect, you just need to add sc_request the same way.

[hamidouche]

Hi,

I checked all the points you mentioned, and they are all in place for both Classic UI and Next Experience: the tables are indexed