In Agent Workspace > Agent Assist, searching Incidents by a keyword or short description term returns unexpected IncidentsIssue In Agent Workspace, a tab called Agent Assist allows users the ability to search records based on the current records Short Description terms. As the documentation notes: "When you open a record, Agent Assist automatically does a search based on a field in the open record. The field value used for the search term is configurable by your system administrator but it's typically the value for the record's short description field." A handful of records may be searched such as Incident, Outage, Problem, and Change. This KB article discusses a few reasons why those results may not show as expected, whether that means the expected results are not returned or no results are returned. ReleaseMadrid+CauseIf 0 results are returned while you are using the search for 'Open Incidents' and you are have checked that the Short Description of the current, opened Incident in Agent Workspace matches some Open Incidents in your system: Make sure that the Incident's in the system are not current and that they match an OOB 'Open' State value such as New or Work in ProgressA text index on the Task table has been executed. If 0 results are returned, you may need to regenerate a text index for a table (task table). Once that has completed, the search mechanism will have terms to query. If results you do not expect are returned, please consider the following: Search, similar to a Keyword search on a table list view return results that live on the record of the specified table. This includes worknotes and comments. For some records, if you have a very large comment or worknote entries, they may be truncated and partially displayed with 'Show more'. If the term that is being searched for lives in that comment or worknote, it will return in the search query for Agent Assist or Keyword search, regardless if displayed on the form. ResolutionIf text indexes (on the task table) need to be regenerated, follow instructions for Text Regeneration. Otherwise, please consider the above reasons for returning Agent Assist records.