Incident - Related Search Results (knowledge) issue/questions

[Sandy7]

Hello - I have a question Related Search results on the Incident form:

1. On the incident form, I type in my Short Description and find the knowledge article that I want to use/attach to incident. (screenshot 1)

Since I haven't saved the incident yet - I can't attach at this point.

I have to go to the top of the form, right click and save...now I can attach.. so I go back down to the short description.

See screenshot #2

Screenshot 2 - below:

After I save incident .. I then have to scroll back down, click on the "Related Search Results" button again to view knowledge articles again, and then select "Attach" next to the knowledge article.

Is there any way to streamline this so that I can more easily attach a knowledge article to an incident?

thanks

[Prateek kumar]

The knowledge articles show up not for attaching. They show up to the user so that they can read the KB and find the resolution themselves and help them avoid creating the incident.

Hope this helps.

[Sandy7]

Hello - once you save the incident, the article is able to be attached.

I am looking at this for our service desk.. what we are wanting our service desk to do is to attach the appropriate article they use to resolve the incident. 

[Alfrin Vallejo]

Hi Sandy,

In order for you to be able to attach that Knowledge Article the Incident record first needs to exist. You can either just teach your analysts to save first before searching or work on developing a way to possibly program the Related Search button to first save the incident before searching the knowledge base?

[rajneeshbaranwa]

There is contextual search property which will keep search results visible (Not collapsed) .

If you want you can update the property using below URL.

https://yourinstance.service-now.com/nav_to.do?uri=%2Fsystem_properties_ui.do%3Fsysparm_category%3DContextual%20Search%20Service%26sysparm_title%3DContextual%20Search%20Service%20Properties