How to enable employee centre search box to show the incident/request result

Resourc · 3 weeks ago

Hi can any one guide me the steps to configure the employee centre search box
when ever I search Incident/RITM number not able to find the data

Thanks in advance

VikMach · 3 weeks ago

@Resourc, to enable global search for Incident/RITM or any other table.
Follow the steps below.

Step 1) Go to "Search Sources" under Service Portal from Navigation.

Step 2) Create new record and add the details for the desired table (Example I have done for Incident).
Leave the "Search page template" as default. (Modify only if you need different output on portal page)

Step 3) Define the table you wish to query for search result and required field. (Keep limited fields)

Step 4) Update typehead

Step 5) Add the portal name to which you wish to allow users to search the Incident/RITM

Result :

Hope this helps.
Let me know if any issues.

Regards,
Vikas K

View solution in original post

GlideFather · 3 weeks ago

Hi @Resourc,

what is the requirement? The search fields is to search for items to submit or knowledge articles.

it’s not expected to search for INC nor RITMs there because end users who are primarily using the portal (or esc) will access their own records from a widget and they are not supposed to see records for someone else, why would they?

and technical people (agents, managers, admins) will access it primarily in backend and/or workspace…

why would you search for incidents in portal? It makes no sense or am i missing any point? Please explain

———
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Ajay_Chavan · 3 weeks ago

Please update below:

https://dev203060.service-now.com/taxonomy_content_configuration_list.do?sysparm_query=&sysparm_view...

https://dev203060.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=d0c7408853c22010069addeeff7...

Glad I could help! If this solved your issue, please mark it as ✅ Helpful and ✅ Accept as Solution so others can benefit too.*****Chavan A.P. | Technical Architect | Certified Professional*****

Resourc · 3 weeks ago

@stakeholders requirement, I will see that can you also please provide the steps.

Ajay_Chavan · 3 weeks ago

@Resourc - looks like it is restricted for us, and can not update, just write a background script to update this records, use setworkflow(false)

Glad I could help! If this solved your issue, please mark it as ✅ Helpful and ✅ Accept as Solution so others can benefit too.*****Chavan A.P. | Technical Architect | Certified Professional*****