Service Portal - Contextual search not working properly in Record Producer

[Tamil5]

Hi All,

I have a record producer to create incident. It has few fields including Short Description,Description & Contextual Search macro.

Contextual search is showing results only when I type value in Description & not for Short Description. Knowledge results should be displayed only for Short description.

The same feature it is working fine in Incident form & not in the record producer.

I really don't know where to check & what is wrong with this widget. Can anyone advice.

Thanks in advance

Prici

[ChrisBurks · Accepted solution]

Hi Prici,

One thing I can think of to check is:

1) In Nav filter start typing "contextual"

2) Under the "Contextual Search" application click on the "Record Producer Configuration" module

3) You should see the desired record producer in the list. Click on that

           

4) On the form there should be a field labeled "Search Variable". In your case it's probably pointing to "Description". Change it to point to "Short Description". This field is what determines what uses the contextual search.

                 

5) Save it

6) Test the record producer by typing in a keyword in the Short Description

Hope this helps

[Paul Wydra III]

Hi Prici,

I am assuming you are referring to the Create Incident Record Producer, provided out of box.

If so, the Service Portal widget used for displaying KB search results actually looks at the Contextual Search application, where you can alter how it functions.

Navigate in the Application Menu to Contextual Search -> Record Producer Configuration.

There will be a record for the Create Incident Record Producer. If you edit the record, you will see a field for Search Variable. Choose your short description variable and save, and it should now function as desired and trigger off the variable you have picked.

Thanks.