How to Search Incident records along with knowledge , Request item by using Portal "Search" option

Virendra K · ‎10-28-2022

Hi All,

As per client request, I need to provide Incident searching facility as well using portal "Search" option.

How we could achieve this as I am beginner to Service portal.

Thanks,

Virendra

kamlesh kjmar · ‎10-28-2022

@Virendra K ,

1. Go to portal module in servicenow and open your service portal page

2. In search sources related list, click on New button

3. Give it a name like Incident and id also as incident

4. In Table field select incident, in primary display field select short description, In Display fields select Number, priority, short description (You can customise this as per your need)

5. Finalyy submit the form

Now go to the service portal and try to search any incident number, short decription or anything, Incident record(s) will now be included in your search result

I Hope this helps.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh

View solution in original post

Gerard Dwan · ‎10-31-2022

Hi Virendra, you seem to want to use the Direct-To-Item functionality of search which is only available for AI Search in the Next Experience (aka Global or Workspace Search). If you think this functionality would be helpful in the Portal, you should submit an idea to the idea portal.

Yasser Al Kindi · ‎01-29-2024

I need the same functionality but through Virtual Agent, anyone come across this before. Can't believe I'm the only one 🙂 I want to be able to search in VA by INC or RITM number, and have the bot bring back the card. Can't be that hard right?!?!