Custom Search Configurations in NOW Mobile Returns no data - Known Error

Custom Search Configurations in NOW Mobile Returns no data Description In the NOW Mobile app, OOB it allows you to search for people, services, and articles. When implementing a search config for incidents, it is added as a search facet yet no data is ever returned.

Steps to Reproduce

Open a new or OOB NY Instance. Add and activate the "com.glide.mobile-employee" plugin to activate mobile app In the left hand nav, go to "Now Mobile app > Search Configurations" Click "NowMobile App Search Configurations" Click "New" in the "Application Search Sources" related list. For the "Source" field, find and add "Incidents". Give it some order and save. You should now see a new entry in the related list Open and authenticate in the Now Mobile app and click the search bar. Click the "Incidents" facet and search for any of the incidents. Nothing is returned. Workaround This is expected behaviour. Custom search configurations in mobile are not supported.

A workaround is to use the portal inside the mobile app as an applet, and then give the user the experience of the portal through the mobile apps.

- Classic Mobile App: This uses the same HTML page on the platform, but with the Mobile UI. The Global Search Module is using the same search page as the platform: /nav_to.do?uri=sys_ui_module.do?sys_id=978cc712dbf43740cca51ffa689619bf

We cannot restrict the Global Search just on the Classic Mobile App as it is using actually the same page as the platform: https://community.servicenow.com/community?id=community_question&sys_id=1a6138b7db181410f7fca851ca9619cf

You can change the search behaviour, but it impacts the Platform Global Search as well: https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/search-administration/reference/search-administration.html

- Now Mobile App: If you need to customize the Global Search on Now Mobile, you need to implement the following steps:

Create a Global Search Configuration. https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/task/sg-mobile-search-e2e.html

Create a Global Search M2M Main Items for the Global Search Configuration. However, the Custom search configurations in mobile are not supported in New York as the admin user cannot add/remove Global Search M2M Main Items: https://hi.service-now.com/kb_view.do?sysparm_article=KB0787172