The ServiceNow product documentation recommends that users add quotation marks around whole words or exact phrases in the global search for better results (see 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

  1. Navigate to your ess site: http://<yourinstancename>
  2. In the global text search, type in a word or phrase using quote marks, for example, "email notifications."
  3. Press enter or return on your keyboard.
  4. In the results, click a knowledge base link.

    Note that an empty page is displayed.


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.

Related Problem: PRB619747

Seen In

Eureka Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:31:30