How to resolve global search not returning results after installing Now Assist or AI SearchIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Resolve global search not returning results for indexed records — for example, Incidents (INCs) — after installing Now Assist or AI Search, even though the search settings appear correct. The following two related symptoms may be observed: Global search returns zero results, while searching in the same records from other search interfaces works as expected.After linking an incident search source to the global search profile, search suggestions do not appear in the global search box. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supported releases Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Two related causes contribute to this issue. Cause 1: Missing incident search source The global search profile — esc default search profile — was missing the incident search source. Without this source, global search returns no results for Incidents. Cause 2: Missing many-to-many (M2M) records for search suggestions Search suggestions fail because many-to-many (M2M) records linking suggestion reader groups to the search context configuration are missing. Suggestion reader groups exist for the search context, but no readers are linked to them via the Many-to-Many Suggestion Reader [m2m_sys_suggestion_reader_sys_suggestion_reader_group] table. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Resolution 1: Add the incident search source to the global search profile Add the incident search source to the esc default search profile to restore global search results for Incidents. Each AI Search application requires a search source linked to its search profile. If the Incident search source is missing from the global search profile, Incident records do not appear in global search results. Step 1: Verify whether the Incident search source exists Go to /sys_search_source_list.do.Search for an existing Incident search source — for example, a source based on the Incident [incident] table.If no Incident search source exists, select New and create one: Set Name to a descriptive value — for example, Incidents.Set Indexed source to the Incident indexed source.Add any filter conditions to limit which records are included — for example, active records only.Select Submit. Step 2: Link the search source to the global search application configuration After creating or locating the search source, add it to the search application configuration by going to /m2m_search_context_config_search_source_list.do. ServiceNow Community Go to /m2m_search_context_config_search_source_list.do.Select New.If the Search context config field is not visible on the form, select the additional actions icon, then go to Configure > Form Layout and add the Search context config field to the selected field list. Select Save.On the Application Search Sources form, set the following fields: Search context config — select the esc default search profile or the applicable global search application configuration record.Search source — select the Incident search source created or identified in Step 1. Select Submit.Verify that Incident records now appear in global search results. Note: A Search Profile links one or more Search Sources and contains additional parameters to tailor the search experience. For global search, the applicable configuration record is the Now Experience Search Configuration. Verify that the correct profile is selected for your global search context. Resolution 2: Restore the missing M2M records for search suggestions The following JSON response indicates that suggestion readers are not linked to the search context: {"data":{"GlideSearch_Query":{"suggestions":{"term":"dev","data":[]}}}} Autocomplete suggestions display intelligent suggestions in the search input field. There are four suggestion types available: Recent Search Reader Group, Popular Search Reader Group, Suggested Queries, and Suggested Result Reader Group. If the M2M records linking these reader groups to the search application configuration are missing, no suggestions appear. Step 1: Identify the affected search application configuration Go to All > AI Search > Search Experience > Search Applications.Locate the Now Experience Search Configuration record — this is the global search application configuration.Open the record and go to the Autocomplete Suggestions related list.Verify whether any suggestion reader groups are listed. If the related list is empty or suggestion readers are not linked, proceed to Step 2. Step 2: Restore the missing M2M records Go to /m2m_sys_suggestion_reader_sys_suggestion_reader_group_list.do.Check whether records exist linking suggestion readers to the search context configuration identified in Step 1.If records are missing, select New and create the M2M record: Set Suggestion reader group to the applicable reader group — for example, Recent Search Reader Group or Popular Search Reader Group.Set Search context config to the Now Experience Search Configuration record.Select Submit. Repeat step 3 for each missing suggestion reader group.Test global search suggestions by typing in the global search box and verifying that suggestions appear. Note: Suggestion types include Recent Search Reader Group (suggestions based on past user queries), Popular Search Reader Group (suggestions based on commonly executed queries across all users), and Suggested Result Reader Group (suggestions for results the user has selected in the past). Restore only the suggestion reader groups that are needed for your global search configuration. If the issue persists after both resolution steps, contact ServiceNow Technical Support by submitting a support case.