Symptoms

Meta search not working on Service Portal

Release

All Supported

Environment

Service Portal

Cause

 In the ts_word table, which contain the indexed words, there are over 500 words that start with one of the search words. Out of Box we have property "glide.ts.max_wildcard_expansion", which sets the maximum number of matches for a wildcard term that are allowed as unambiguous. Because, there are over 500, the search returns no results. 

Resolution

Modify property and set to a higher threshold.

Additional Information

https://docs.servicenow.com/csh?topicname=set-global-text-search-properties.html&version=latest