Contextual Search on Incident - default knowledge base based on field on incident form

[miriamberge]

We've got contextual search results configured on the incident form - everything oob, searching on knowledge only.  When an agent opens an incident, there is a field called service desk which autopopulates based on the user profile (there is a very rare occurrence where this may not be populated).  If the service desk is IT, then we want contextual search to show IT knowledge base, if the service desk is Business, then we want contextual search to show Business knowledge base, if no service desk, then all knowledge bases.

How and where would I configure this?  I'm familiar with adding conditions on the Resource configuration when configuring a search context, but not clear on how I would make this dependent on a field on the incident form.

Thanks!

[Allen Andreas]

Hello,

What version of SN are you on? This determines if you have OOB support for multiple KBs or not...which is important to know.

Thanks

[miriamberge]

We are on London, upgrading to New York soon.

[miriamberge]

Anyone have any ideas?  SN has essentially said you can't do this out of box?  It seems as though there must be client script or business rule I could write to only display the knowledge articles from a specific knowledge base?  Any ideas would be greatly appreciated!

[miriamberge · Accepted solution]

I'm updating this in case anyone else runs into this.  It looks like if you add a filter configuration to the Incident Table Configuration under Contextual Results, that you can map a field in a knowledge article to a field on the incident form.

I configured this to map on service desk, since both tables have this field.  Now, when an incident comes in (service desk populates automatically on our incident form), then the related search results will only show knowledge articles that apply to that service desk.

Here's a link to the documentation:

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/contextual-search/task/create-filter-config-using-mapping.html