Create Incident Contextual search - querying KB articles on the Caller's company

[Trevor15]

I'm trying to edit how the Create New Incident contextual search works. When the user types text into the contextual search, I want the search to pull in the Caller field and query knowledge base articles that have a custom field that matches the Caller's custom field. How can I do this? I've tried using the Search As functionality in the Incident Deflection table configuration but haven't had any luck, as it seems it can only pull in the user opening the actual incident

[Ct111]

I believe callerid cannot be used the reason is stated in docs:

Field The search field to be added in the search fields list.

"Note: You can only select a text field."

Because only text type field can be used while searching .

For more detailed information check this link :

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/contextual-search/task/add-multiple-search-fields.html

Mark my Answer as Correct and Helpful if it helps

[Brian Lancaster]

Based on the DOC article provided by @creativethinker a possible work around would be to create a custom field on incident that would get set when the caller gets set. It would contain the custom field in text field.

[Trevor15 · Accepted solution]

Hi everyone,

I actually found the solution to my issue. Here it is:

Contextual Search > Table Configuration > Filter Configurations > New Filter > adding a resource configuration of Knowledge Articles > check Scripted Filter checkbox > Adding in a script to filter matching results based on the 2 fields