searchAndScreenPop() api call when the search results tab is already open throws error 'Your search term must have 2 or more characters'
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searchAndScreenPop() api call when the search results tab is already open throws error 'Your search term must have 2 or more characters'

CTI , Search , Summer 20

Last updated 2020-12-02 ·Reference W-7914052 ·Reported By 30 users

Fixed - Spring '21

This issue is seen when searchAndScreenPop() api is invoked when the CTI adapter receives a call and the global search opens a tab with the results. If the user receives a second call the Global search doesn't populate and instead throws the error : 'Your search term must have 2 or more characters'
This issue occurs only when there are multiple matching records exist in the org. If there is only one matching record it works fine.

1. Set up the SoftPhone layout . In the Screen pop settings, for Multiple-matching records: Pop detail page select Pop detail page
2. Create a Lightning console App and add the CTI adapter to the utility bar
3. Invoke the searchAndScreenPop() method in the VF page of the CTI adapter:

<apex:page >
<apex:includeLightning />
<script type="text/javascript" src="/support/api/48.0/lightning/opencti.js"></script>
<script type="text/javascript">
var callback = function(response) {
if (response.success) {
console.debug('API method call executed successfully! returnValue:',
} else {
console.error('Something went wrong! Errors:', response.errors);
function searchAndScreenPop() {
//Invokes API method
var searchTerm = document.getElementById('phoneNumber').value;
sforce.opencti.searchAndScreenPop({ searchParams : searchTerm,queryParams :
'Key1=value1&Key2=value2', callType : sforce.opencti.CALL_TYPE.INBOUND, deferred:
false, callback : callback });
<br />
Search Term:
<input id="phoneNumber"/>
<br />
<br />
<button onclick="searchAndScreenPop();">searchAndScreenPop</button>
4. Open the Lightning app, make sure the VF page loads fine.
5. Create two Accounts "test1" and "test2" and two Contacts "test1" and "test2"
6. In the searchTerm, search for "test1". The search results tab opens
7. Search for "test2". Tab opens with error 'Your search term must have 2 or more characters'

Note : Some users might see the error while performing a global search in the console :

Sorry to interrupt. This page has an error. You might just need to refresh it. First, would you give us some details? (We're reporting this as error ID: -1103951948)

[Cannot read property 'length' of undefined]

ExtendedMessage: Failing descriptor: markup://forceSearch:resultsTopResults

Actual Result:

"Your search term must have 2 or more characters." message is displayed

Expected Result:

The record that matches with search term should be displayed.

Close the first search results tab.

Is it Fixed?

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