Display Search Results in Incident form

[hari2020]

Hi,

I am trying to create a new Incident at service desk. When I try to search for a particular answer to a question at Question attribute its showing "Related Search Results". I would like to know how do you get test results-where from??

Can someone guide me?

Thanks in advance!

[akashsrm100]

HI you can use contextual search field from form design.

For more information you may go through Contextual Search - ServiceNow Wiki

Thanks

Akash Sharma

Ps Hit LIke/helpful/correct if applicable

[Deepa Srivastav]

We get this from knowledge base ...if you go to knowledge module and search for this with short description you will find same knowledge articles displayed here.

Read section 3 for more...

Deflecting and Resolving Incidents with Knowledge - ServiceNow Wiki

Mark Correct if it solved your issue or hit Like and Helpful if you find my response worthy.

Thanks,
Deepa

[Ashutosh Munot1]

It can be configured but for know you are getting result from catalog item and knowledge base articles.

You can congifure this my using contextual search result.

See Contextual Search For more details.

Contextual Search - ServiceNow Wiki

[Midhun1]

Hi,

That is contextual search results.

Defining Contextual Searches - ServiceNow Wiki

Contextual search allows you to configure fields on forms and record producers to automatically display knowledge search results based on the text entered in those fields. This helps users deflect or quickly resolve their issues without involving the service desk operators. Contextual search can also include results from other sources such as a service catalog, allowing a user to directly order a catalog item from a search.

Contextual searches are enabled for incidents by default, providing incident deflection using knowledge. This default implementation includes contextual search results for forms, record producers, email notifications, and wizards.

To define a contextual search, first define a search context to set parameters, then define where the contextual search results are to appear: in forms, record producers, and wizards.

You must have the admin role to define contextual searches and to administer contextual search functions and properties.

Contextual search is available starting with the Fuji release.

Here they are Configured: