Knowledge search icon next to short description is not visible in Helsinki

[suvarchala1]

Knowledge search icon next to short description is not visible in Helsinki for incident

[Deepak Kumar5]

Go to dictionary of the short description field and check the Knowledge search attribute is added or not.

If not then you can add it in attribute related list and make value =true

[Chris150]

I think there is a rule in place due to the addition of contextual search.

On closed cases, contextual search is not available and the book icon appears next to the short description.

On open cases, the contextual search is available and the book icon is not.

[Goran WitchDoc]

You can only have one of those and default the contextual search in active and therefor the book icon is gone.

if you want the "book icon" instead of contextual you need to go to contextual search->table configuration and inactivate the incident record there. After that the icon should appear if you still have the attribute "knowledge_search=true".

//Göran

[michaelsharp]

Thanks for the clarification.   Curious if you can have both options available.   The book icon appears to be a way to do a manual search, whereas the contextual search is automatic based on the fields that are defined as part of the contextual search.