Best Strategy for Searching Software Requests

Frank Cheung
Tera Expert

‎06-09-2025 03:07 AM

hi,

we have a software request catalogue item that we would like to make discoverable in the search when users search for eligible applications (e.g. adobe air). at the moment we are just using meta tags to assist with this but would like a more maintainable solution. aside from maintaining the meta tags dynamically, are there any better options?

FrankCheung_0-1749463403568.png

many thanks.

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pratikjagtap
Giga Guru

‎06-10-2025 06:52 AM

Hi  @Frank Cheung ,

 

1.Use Related Tags (via the sys_tags table)

  • Add ServiceNow Tags directly to catalog items.
  • Tags are indexed and help boost discoverability in global and Service Portal search.
  • Manageable via UI or script, and can be dynamically populated based on software names

How to do it:

  • Go to the Catalog Item record.
  • Click the “More options” > Tags.
  • Add tags like Adobe AIR, WinZip, etc.
  • Or create a script to automate based on a software list.

2.Create a Reference Table for Software Applications

  • Create a custom table like u_software_catalog_keywords with:
    • Software name
    • Synonyms / tags
    • Linked Catalog Item (reference)
  • Use this table to map common user terms to catalog items.

3.Leverage sc_ic_catalog_item Indexed Description

  • The short description, description, and even keywords fields contribute to global search ranking.
  • Consider adding hidden searchable content in the description like:

<!-- Keywords: Adobe AIR, Flash Player, Animate CC, Adobe AIR SDK -->

 

4.Enable and Customize Zing Search Configuration (Search Sources)

  • If using Service Portal, you can:
  • Go to Search Sources (sp_search_source)
  • Customize a new search source for Catalog Items
  • Override the query to include matching custom fields (like a new u_keywords field)

Example:

var gr = new GlideRecord('sc_cat_item');
gr.addQuery('u_keywords', 'CONTAINS', input);

 

5.Use AI Search (if available on your instance)

  • AI Search in Now Experience portals gives advanced control over synonyms, tuning, and learning from search behavior.
  • Supports Synonym Sets, Custom Search Models, and Search Pipelines.
  • Ideal for large catalog environments.

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

 

Regards,
Pratik

 

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