"Search Knowledge" button in Incident form disappears?

[davidsteimle]

Initially in my dev instance the Search Knowledge button appeared next to the Short Description in an Incident form. It worked, as well.

Now, when I create an Incident I see the button flash briefly as the form loads. After saving the Incident the same behavior appears when I open it. This is created in Incident > Create New rather than Self-Help. knowledge_search=true is set in the attributes for Short Description, and I am working OOB; only a user and a few INC and KBs have been added.

Any thoughts?

[shloke04]

Hi,

If my understanding is correct you are talking about the Knowledge button as shown in the screen shot below:

This happens because with new versions of Service Now , we have a feature called "Contextual Search" which is activated by default on all new instances which displays the List of Knowledge Articles based on the text entered in the Short Description field with an Option to Preview as well as Attach the Article as shown below:

So In order to get back your Knowledge Button beside Short Description, you need to Disable the Contextual Search Feature from the Form by Right Click on the Form Header and select "Configure-->Form Layout" and then Remove the "Contextual Search Result"   from the Selected Column of the Slush Bucket to the Other Column and Save as shown below:

Once this has been removed you can get back the Original Knowledge Button beside Short Description field.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[davidsteimle]

Thanks Shloke,

Thanks for that, I just started seeing (well, "noticing", perhaps) the Related Searches. I did not see a way to expand the search, if say the Short Description was not as good as it could be. So, I opened one of the suggested articles, back-tracked through the breadcrumbs, and got a search field. I could then search freely.

Regards,

David

[shloke04]

Hi,

If your query is Resolved, Please mark the answer as correct so that the thread can be removed from the Unanswered list.

Regards,

Shloke