Incident form can I search KB by ServiceName not by Short Description

[Aryan]

Hello All,

Can we search KB article in Incident by Service Name field not by short description? 

[Rajdeep Ganguly]

Yes, you can search a Knowledge Base (KB) article in an Incident by Service Name field, but it requires some customization in ServiceNow. Here are the steps:

1. Create a new field in the Incident form to hold the Service Name.
2. Create a business rule or client script that will populate this new field with the Service Name when an incident is created or updated.
3. Modify the KB search functionality to include this new field in its search criteria. This can be done by altering the script include for the KB search or by creating a new search source that includes this field.

Please note that this is a high-level overview and the actual implementation may vary based on your specific ServiceNow setup and requirements.

nowKB.com

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[chetanb]

Hello @Aryan 

OOTB is not possible. It require customization, 

Regards,

CB

[Dr Atul G- LNG]

yes we can do.

You need to update search sources

https://INSTANCEDEV.service-now.com/now/nav/ui/classic/params/target/cxs_table_config.do%3Fsys_id%3Db3ca5632c32121005655107698ba8fba%26sysparm_record_target%3Dcxs_table_config%26sysparm_record_row%3D2%26sysparm_record_rows%3D2%26sysparm_record_list%3Dcxs_context_config%253D091fa3d3c37221003d2ae219cdba8f0e%255EORDERBYname