How to implement the auto population of knowledge base search while raising an incident as in HI server ?

[Viswanatha Red3]

Hi All,

I have recently created an Incident in hi.service-now.com. The new functionality is very user friendly. As soon as one enter your question/issue in short description, system auto search the entire knowledge Base based on short description and displays directly below the short description with additional buttons which would help in survey. This would ultimately, reduces no.of new incidents as we lookup the different knowledge components like known errors, community etc.

This is in contrast to the earlier version, where we need to click on the book icon explicitly to search in a knowledge base.

But I found this feature only in Hi server. Demo instances which are in Dublin releases also has the old feature.

Would anyone advice me how to implement this functionality ? Is it available as a plugin ?

Thanks in advance

Viswanatha Reddy S

[david_legrand]

Hi Viswanatha,

I think mark.stanger from SNGuru said once they did something pretty for that so I guess it's a feature customers (or partners) have to develop or to make contact with a company who already did.

Regards,

David

[Uncle Rob]

mark.stanger 's CrossFuze company has something similar integrated into either its Knowledge or Incident turnkey solutions (I can't remember because we bought both).   I love how ServiceNow does theirs, but CrossFuze's is better, especially from the front end user standpoint.

On top of that, their customization also includes the ability to link Catalog Items to KB articles in the same way you're used to linking affected CI's.   This gives you the ability to use KBA's as an alternative organization for your Service Catalog.   So your customer types something in, an automatic KB search is done, they find the "XYZ SERVICES SUMMARY" KB article, click it, and *poof*, instant access to all the Catalog Items you want, which may previously have been splattered across a multitude of categories.   That feature is just bursting with 100% pure, unadulterated WIN.

[munney]

Hi viswanath23, I believe there is an article on how to do this on sncguru, give this a shot. » Mandatory Knowledge Search Before Ticket Creation.

[ranadip1]

Mark Stanger   thanks a lot for your effort to make the replica of the auto population of knowledge base search while raising an incident in HI portal. I have a question that whether we can implement the same functionality in ESS portal? and if i dont want to see the search results in pop up. Instead i want to show the search results below the probable suggestion field just like what has been done in HI portal. Can you help me out with proper code for that?