OneSearch Yansa - Service now

TabuK
Mega Contributor

‎01-27-2025 10:51 PM

Hi,

I have certain queries that need assistance to understand the sources, as OneSearch has multiple tabs with different data sources.

  1. Knowledge tab - This tab has data coming from the kb_knowledge table. However, when I see the detailed information on each article, I am confused about whether the data is coming only from the kb_knowledge table or if there are other tables involved as well. Could you please provide information on this?

  2. Cisco bugs tab - This tab sources data from the Cisco Defect Tracking System (CDTS). There are multiple APIs through which the displayed details are fetched. Can someone point out the exact API being used for this?

  3. Incident tab - This tab sources data from the Incident table. I need confirmation on whether the data is fetched based on short description match.

Kindly provide your assistance for the above queries.

Thank you!!

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ben_hollifield
Tera Guru

‎01-28-2025 07:10 AM

Hi @TabuK - OneSearch is a 3rd party application available from the ServiceNow Store, and my company (Yansa Labs) is the developer for OneSearch. I'll be happy to help you however I can. It is worth noting that every deployment of OneSearch can be customized to the particular customer, so your configuration may be different than default. Here are some thoughts

  • Knowledge: By default, Knowledge search is a keyword search across the entire payload of the Knowledge article, with weights according to what you have configured in the standard ServiceNow Zing search engine. This should be coming only from the kb_knowledge table unless your implementation is custom. Note that if you are using Knowledge Blocks, the content of a Knowledge article can sometimes be sourced from various tables.
  • Cisco Bugs: This is not a standard OneSearch section, and I am not sure which API you may be using. To check this, you can visit the OneSearch -> Sections module in your left nav to view the code that is calling the API - that should expose this information.
  • Incident: Like Knowledge, this is typically a keyword search against the entire Incident payload, which would include the short description.

In all cases, visiting the OneSearch -> Sections module in the left nav will expose the details of how each of those search sections is configured. If you need additional help, it may be easiest to reach out to Yansa Labs support directly @ www.yansalabs.com/support.

 

Thanks!

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