Global Search option functionality

[ReddyVenugopal]

How the Global Search work in ServiceNow?? does it work in any order ?? or it is based on our custom configuration set up for each table?

When I search with userid which doesn't give me the exact results. but when I check with Incident number it shows exact match.

please explain in details if anyone have an idea on this Global Search functionality..

[Ct111]

When your search exactly matches the Number field value for a record, global search takes you directly to that record, bypassing the search results page.

For more details on this , read this link

Otherwise it follows this pattern for search 

[Gaurav Shirsat]

Hello @Ct111 

Keyword Entry:

A user types a keyword or phrase in the Global Search bar.

Search Configuration (Search Sources):

The system checks the Global Search Sources, which define:

Which tables to search (e.g., Incident, Change Request, Problem)

Fields to search within each table (e.g., short_description, description)

Order of priority (some tables may appear above others in results)

Text Indexing:

Global Search uses the Zing text indexing engine, which indexes tables and fields that are enabled for text search.

This allows for fast, full-text search and supports advanced search capabilities like stemming, fuzzy matching, etc.

Search Results:

Results are returned grouped by table (source).

Each group shows top matching records with a link to “Show more.”

You can click a record to go directly to it.

Permissions:

Users will only see records they have read access to, based on ACLs (Access Control Rules).

Even if a record matches, it won’t show up unless the user has proper permissions.

sometimes, before Query BR also stops user being taken to record

Thanks and Regards

Gaurav Shirsat