Search Field on Catalog Item Form

litchick10 · ‎07-13-2021

Our organization has a generic catalog request when people can't find the request they need....except people aren't looking for the request they need and just using it as a catch all.

We want to add a search functionality within the Catalog Item Form that will redirect users to an existing catalog item. I am not sure how to add a search field to the form, has anyone done something similar?

I'm open to other ideas on how to redirect people. Ideally, we want it to feel like a helper bot that is required before you can submit the generic form.

Allen Andreas · ‎07-16-2021

For the search context that you have selected, something isn't setup correctly with it as that has a searcher associated with it, so you'd need to review that.

What I introduced, is what is normally done...the user types in their issue or request topic, etc. and then the system searches for possible related knowledge articles (or in this case catalog items) and then presents them with options.

You can make the "I need" field mandatory and then place a checkbox at the bottom that says: I've reviewed the suggestions above and none apply.

I mean, there's many ways to make sure they've jumped through a hoop...you just need to think through the tools you have and implement accordingly.

Out of box, there isn't a search context called: Catalog Items, so this would most likely be something you set up and would need to review.

Thanks

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P-Rudenko-SN · ‎07-13-2021

Are you going to enable this in the Portal or the Platform UI?

In portal, you could utilize/customize the search widget functionality, in platform the easy way is to add the reference field that would point to the catalogue items table.

litchick10 · ‎07-16-2021

This would be catalog requests in Native Service Now that are not available in the Portal

Allen Andreas · ‎07-13-2021

Hi,

I believe you'd want to look at the contextual search functionality, same as it works for Incident.

So you'd define a field on the form that can be used as a search field and relevant catalog items would appear based off of keywords, etc.

This would help deflect.

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/contextual-search/t...

More conversation: https://community.servicenow.com/community?id=community_question&sys_id=15d54b21db1cdbc01dcaf3231f96...

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litchick10 · ‎07-16-2021

I tried to look at this but was unable to follow the instructions. The community is vague and the link listed in the community response is broken.

I need more of a step by step how to search active catalog items based on the contextual search term
How do you add the contextual search onto the catalog item form