Search Knowledge Articles based on Service Offering on Incident Form.

Rakesh116
Tera Contributor

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!

5 REPLIES 5

 @Rakesh116  please chk this:

 

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/contextual-s...

 

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