Description

Global text search does not show results sorted in alphabetical order, this is by design.

Search results are sorted based on the retrieved individual records scoring, calculated on a sum of three main components. The relevant factors of a document score are: frequency of the search terms, sequence of the search terms, weight of the indexed source fields.

The most relevant high scoring results from a search are always listed on top, following the lower scoring ones in descending order. 

Documentation

More information can be found in the documentation pages below:

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/search-administration/concept/c_DocumentScoring.html 

Applicable Versions

All versions