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

[Mark Stanger]

Yes, you can do all of that with the Crossfuze Knowledge and CMS turnkey solutions.   We've actually extended the concept for use within our CMS to search Knowledge, Catalog items, and User tickets.   What we have is part of a turnkey product suite that we offer.   While I can't give that code away, I'd be happy to show you a demo.   Feel free to contact us at Crossfuze if you're interested.

[ranadip1]

Thanks Mark Stanger for your effort. Okkay i understood that you some constraints regarding giving the proper code. But can you guide me little bit so that i can get the solution? May be some hint or the probable areas where should i look in to display the kb articles within the same page.

[Mark Stanger]

You'll want to start by looking into GlideAjax on the ServiceNow wiki.

[ranadip1]

Mark Stanger   should we use GlideAjax to populate the search results in another content block in a page while searching in one content block ? Or should it be tried within only a single content block in a page?

[nsomani]

Hi,

Kindly provide some steps to proceed with the solution.