Using quotation marks in global search text can cause empty page in knowledge base search results - Known Error

Using quotation marks in global search text can cause empty page in knowledge base search results Description The ServiceNow product documentation recommends that users add quotation marks around whole words or exact phrases in the global search for better results (see https://docs.servicenow.com/csh?topicname=c_PhraseSearches.html&version=latest). However, when using the global search option on the ess page and adding quotes, an empty page is rendered if a knowledge base article is clicked in the search results. Steps to Reproduce

Navigate to your ess site: http:// .service-now.com/ess/. In the global text search , type in a word or phrase using quote marks, for example, "email notifications." Press enter or return on your keyboard. In the results, click a knowledge base link.

Note that an empty page is displayed. Workaround There is no known workaround for this issue. If you are able to upgrade, review the Fixed In field below to determine the versions that have a permanent fix. You can also subscribe to this known error article (click Subscribe button at the top of the article) to receive notifications when more information is available about this issue.