Contextual Search - How to Define the results that are displayed

[Sam Ogden]

Hi All,

We currently have the contextual search switched on for our incident form.   I have seen a few articles on how you can show which knowledge bases that are used to look for articles.

My question though is when searching an article doe it look for the words from short description through the whole of a knowledge article.

The reason we are asking is we have some large articles that seem to display on most incidents.   Due to this it makes the application fairly useless as people do not engage as they just see the same results.

Is there a way that the contextual search only looks through the description of an article for example or certain tags?

Any help is greatly appreciated

Thanks

Sam

[Chandu Telu]

Filter your contextual search results

[Sam Ogden]

Thanks Chandu,

This helps to create some filters.   Do you know if there is a way to 'blacklist' certain words.   I.e. ignore certain words in the short description so they are not searched for, but any articles still get returned if another word in the short description is within the article?

Sam

[Chandu Telu]

Hi Sam,

i am not sure to blacklist some words in context search

Can you check the below link

http://wiki.servicenow.com/index.php?title=Administering_Global_Text_Search#gsc.tab=0

2 Stop Words

Stop words are common words that are not indexed because they are not meaningful in search results. Articles, conjunctions, personal pronouns, and prepositions are examples of stop words that are not used in keyword searches.

Administrators can configure stop words for all indexed tables and for specific tables. See Administering ZIng Text Search.

[Sam Ogden]

Hi Chandu,

Thanks for the above.   I can see how this might work for us, but would be difficult to capture and maintain.

Do you know if we could restrict the search on incident so it only look at tags attached to the knowledge article.   Then we might be able to somehow weight it so the more tags that the description matches the higher up the list the article appears?

Thanks

Sam