Search Knowledge Articles based on Service Offering on Incident Form.

[Rakesh116]

Hello Everyone,

I have a requirement to search knowledge articles whose Configuration Items (CIs) match the service offering on the incident form.

By default, the search matches the short description. I have created a custom field "KM Service Offering" on the incident form which stores the Service Offering value.

However, I still see that articles are being searched based only on the Short description.

How can i configure the search to consider both the Service Offering and the short description, either together or separately ?
Please find the attached screenshots for the reference.

Thank You!

[Dr Atul G- LNG]

Hi @Rakesh116 

Did you configure it in Search Sources?

[Rakesh116]

Hello Atul,

Thank you for quick response 🙂
I did but still it doesn't work.

Check the screenshot for the reference.

[Dr Atul G- LNG]

Hi @Rakesh116 

It might need search indexing. 

[Rakesh116]

One more thing i forgot to inform you, field "Card title field" doesn't accept new value.

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