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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Allen Andreas · ‎07-16-2021

Hi,

Please review this thread that has instructions. If you need further assistance, please let us know the specific step or area you're stuck on.

https://community.servicenow.com/community?id=community_question&sys_id=e2288f6ddb1cdbc01dcaf3231f96...

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litchick10 · ‎07-16-2021

This functionality just appears to let you search Knowledge in a Catalog Item...I want to search for other catalog items from a catalog item

Allen Andreas · ‎07-16-2021

Hello,

You would define the search context...to use the service catalog.

Please review the documentation I linked previously.

At the end of the day, this is how you'd do it. So beyond the skepticism...what I've mentioned is what you'd do as that's the current functionality built within ServiceNow (that in and of itself is still modifying it slightly to work with service catalog as that's not an out of the box solution for service catalog (items not record producer)).

In all my years on the forums, I try not to just randomly suggest stuff that's not relevant.

Thanks

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litchick10 · ‎07-16-2021

Please excuse my lack of knowledge on Record Producers but if we change Record Producer to Say "Catalog Request" instead of Record Producer, how will this affect the existing Incident record producer.

I do appreciate your help, I'm just struggling to understand how this works -- even with the detailed link

litchick10 · ‎07-16-2021

Okay, I followed the instructions and created my Record Producer Configuration but I can't figure out how to set up the filter config or search action config

Also added the Macro but the contextual search isn't appearing on my form - should be right in the space under TAG request

Here is how I set up the field