Unable to search RITM records with field values in global search

[Vijay Kumar4]

I have encrypted fields named 'Account Number,' 'Card Number,' and 'Member Number' in my requested item. When I search for these values in the global search to find the RITM, the records do not appear in the search results. I also tried searching using the RITM short description, but that did not return any results either. However, I am able to search for Incident and Request records using these fields. Is there a solution for this, or is this the expected standard behavior?

[Medi C · Accepted solution]

Hello @Vijay Kumar4,

You would need to create search source  in sys_search_source and link the configuration via m2m_search_context_config_search_source 

Please follow detailed steps in the solution:

How can i add a new source to global search

[Medi C · Accepted solution]

Hello @Vijay Kumar4,

You would need to create search source  in sys_search_source and link the configuration via m2m_search_context_config_search_source 

Please follow detailed steps in the solution:

How can i add a new source to global search

[Vijay Kumar4]

@Medi C 
Thanks for your response. I have configured this, but the record is still not appearing in the search results. I'm searching using an encrypted field value—could that be the reason it's not displaying?

[Shivalika · Accepted solution]

Hello @Vijay Kumar4 

This is expected behavior for custom fields. You will need to configure search source and search configuration with conditions and all. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[Vijay Kumar4]

@Shivalika 
Thanks for your response. I have configured this, but the record is still not appearing in the search results. I'm searching using an encrypted field value—could that be the reason it's not displaying?