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CRM 9.2 Global Search is not Working when Searching for Cases (Doc ID 2037457.1)

Last updated on AUGUST 27, 2020

Applies to:

PeopleSoft Enterprise CRM Support - Version 9.2 and later
Information in this document applies to any platform.


On : CRM 9.2 PUM Image 6 PT 8.54.10, SES, Platform: Microsoft Windows server 2008 R2, Oracle Database

Global search is not working when customer is searching for existing Cases.

In CRM 9.2 PeopleBooks it is stated the following (direct link is

"Row Level Security

Row-level security is enforced in Global Search for CRM. It means that each user only sees in the search results matching rows to which he or she has access. If CRM setID and business unit security setup is established, only the content that is relevant to the setID and business unit that the user can access will be displayed to the user. More specifically, the display of:

-Cases are in search results are restricted by row-level security. Users can
only view cases to which they¿re given access."

After implementing row-level security, if the user selects "Solution and
Cases" on the dropdown arrow for the Global Search header box and search for
Cases, the search returns no results, only the message "No results were
returned. Refine your search by entering a different keyword.".

1. Log into CRM application;
2. Setup row-level security for the user logged in;
2. Select "Solution and Cases" on global search header box;
3. Search with a keyword.




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