Global search in Workspace

Search across all cases, incidents, problems, knowledge articles, community questions, customers, users, and change requests to find answers.

Global search feature

Search results include all the items the search term appears in, for example, in the short description, content, or attached files. By default, global search results can include:

• Cases
• Customers or Users
• ServiceNow Community Questions
• Incidents
• Change Requests
• Problems
• Knowledge Articles

To enter search terms, click the search icon () and enter the search term in the search field.

Search results appear in a separate tab. Links lead to a record or a list of records.

Searching for a customer or user

You can search for a requester by name, for example, Beth:

Global search results show the number of search results by category:

Clicking Users shows the search results for users that have the name Beth:

Searching for a case or incident

You can use case or incident numbers to search for specific cases or incidents. Or, you can search using other values related to the cases or incidents. In the previous example, if you click Incidents, Workspace displays all the incidents that have the name Beth in one or more record fields.