I am trying to add a contextual search option on a "create a ticket" category item.
Use Case:
When a user is creating a ticket/incident, as they enter details of the issue I would like a widget (or record producer variable?) to pull across knowledge articles related to the summary/short description. This will perform a way of incident deflection, hopefully the user will start typing the issue, see an article related pop up below, and click it to self solve and disregard the incident creation.
(This will ideally work very much like the "Incident Form" contextual search that is OOB, but on the create and incident cat item)
Attached is a picture of the "create a ticket" form/item, the "Please provide a short summary of your issue" is the field I want the contextual search to work off.
Efforts:
I have tried to create a variable in the "create a ticket" record producer, using various widgets. The knowledge homepage search widget is not ideal, as it is as good as having a URL link directly to the knowledge base that may frustrate the user.
"Contextual search - inline results" is the only contextual related widget, but it does not seem, to work or show on item, I have not done any further configuration like scripting etc..
I am struggling to find the best solution, has anyone made this work?
Conclusion:
User types into field = Knowledge articles populate based off text typed.
