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

[Resourc]

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 · Accepted solution]

@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

[Resourc]

Hi @VikMach 
Same I created for Interaction But its not working as expected 

[VikMach]

@Resourc, If there are no incident attached to that Interaction record then it will not show. You must have one incident created from that interaction record then it will show. See snip below.

[Resourc]

Hi @VikMach 

• Currently, when a user selects a result, it opens in the form view.

• The requirement is to open the result in the ticket view instead.

What I tried:

• Configured the typeahead with ticket as the result type, but it did not work.

Can you guide configuration steps to make the search results open in ticket view instead of the form view?

[VikMach]

@Resourc, change id=ticket instead of id=form.
See snip below.

Regards,
Vikas K