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

[Shivalika]

Hello @Vijay Kumar4 

Yes please try with direct values. If doesn't works share screenshots.

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 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Vijay Kumar4]

I searched using an encrypted field value and a short description. Both appeared in the results earlier, but now they are not showing. The results appear intermittently. What could be the reason?

Here, the searched value is a encrypted field value 2 minutes ago the result came, but now it's not showing. Same for the short description

[Shivalika]

Hello @Vijay Kumar4 

It's nothing related to search source. It's just caching. It happens sometimes. Its not intermittent. 

You can check more times 6/10 times it should work. Another reason it's encrypted so taking time to fetch values. 

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 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Vijay Kumar4]

Thanks for quick responses

[Shivalika]

I am glad it helped 😀.

I would recommend mark the exact solution - where I suggested search source and search source configuration as solution as well. This will benefit future readers to go to exact solutions. Reading this answer, it's only partial. 

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 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY