Search Function Not Working in Service Portal Engine for KB ArticlesIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The search functionality is affecting non-admin users on SP. When you search for a term, the portal Typeahead search box does list results/suggestions, but when you hit Enter to view the search results, no results appear. First image, when we search for the keyword 'Benefits' we can see some related suggestions below.Second image, those search suggestions are not listed under 'Search Page' widget for non admins. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Zurich Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This is a known error & is fixed under the PRB1895962. We see that some changes were made to the 'Search Page' widget in Zurich release. The change was made via the PRB1895962 https://support.servicenow.com/nav_to.do?uri=problem.do?sys_id=da339ab89779e2900e9a35021153afd6%26sysparm_view=text_search The development replaced GlideRecord with GlideRecordSecure to query the "m2m_sp_portal_search_source" and the "sp_search_source" tables. However, OOTB ACLs only allow Service Portal admins with the sp_admin role to read those tables. That is the reason that admin users can see the search results, but non-admin users cannot. The "Search Page" widget is an old widget. The OOTB portals use the "Faceted Search" widget on sp_search, esc_search and other search pages. The customer still uses the "Search Page" widget because they are still using the old "search" sp_page to show the results. This disables the route map record from the "search"->"sp_search" page by deactivating the record below. https://<instance-name>.service-now.com/sp_page_route_map.do?sys_id=3821492587001300a785940307cb0bef We have enabled it, and Corinne Gerdes can see the results now. We recommend that the you use the "sp_search" page for the search route, like OOTB portals. You will start to use the Faceted Search widget once they enable the route. If you want to use the old "search" sp_page with the "Search Page" widget for some reason, you can clone the "Search Page" widget and replace the GlideRecordSecure with GlideRecord for the lines below in the Server script and replace the "Search Page" widget instance on the search sp_page with the cloned instance. See the Search sp_page via the URL below. // Lines to change in the Search Page widget var searchSourcesForPortalGR = new GlideRecordSecure("m2m_sp_portal_search_source"); var defaultSearchSourceGR = new GlideRecordSecure("sp_search_source"); var m2mSearchSourceGR = new GlideRecordSecure("m2m_sp_portal_search_source"); https://<instance-name>.service-now.com/sp_widget.do?sys_id=b8c57073cb10020000f8d856634c9cfc