Search Knowledge Articles based on Service Offering on Incident Form.
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07-01-2025 05:14 AM
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!
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07-01-2025 07:54 AM
@Rakesh116 please chk this:
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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