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

Resourc
Tera Contributor

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


Resourc_0-1756919843113.png

Thanks in advance

1 ACCEPTED SOLUTION

VikMach
Mega Sage

@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.

VikMach_0-1756980485557.png


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)

VikMach_1-1756980624207.png

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

 

VikMach_2-1756980705472.png


Step 4)  Update typehead

VikMach_3-1756980746799.png

 

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

VikMach_4-1756980861657.png



Result :

VikMach_5-1756980944093.png



Hope this helps.
Let me know if any issues.

Regards,
Vikas K

 



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12 REPLIES 12

GlideFather
Tera Patron

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 

———
/* If my response wasn’t a total disaster ↙️ drop a Kudos or Accept as Solution ↘️ Cheers! */


Chavan AP
Tera Guru

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...

 

 

Chavan AP
[ Architect | Certified Professional]

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

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

Chavan AP
[ Architect | Certified Professional]

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