Service portal is not displaying catalog items in Search context

[Senthil20]

Hi

Though search sources are added in my Service portal(PFA), catalog items are NOT showing up in my 'Search context' . when user types 'Create' keyword in search text box, it is not showing any of the catalog item like 'Create incident'

I am using: mid.kingston-10-17-2017__patch3-02-21-2018_03-02-2018_1305.windows.x86-64

Is there any other setting where i need to check. Please assist.

thanks

Karthick

[Service_RNow]

Hi,

It does require a modification to the "Record Producer" field on the "Record Producer Configuration" Table.

Interestingly ServiceNow named that field (column) "sc_cat_item" rather than "sc_cat_item_producer". So that was my first hint that "extending" Contextual Search to any type of Catalog Item was probably very simple and supported.

1. Navigate to https://yourinstance.service-now.com/cxs_rp_config_list.do (This is the Contextual Search > Record Producer Configuration table)
2. Right-click on the "Record Producer" field label and select "Configure Dictionary".
3. Select the "Reference Specification" Form Section.
4. Take note that the Reference table currently set out of box is "Record Producer" (which is of course extended from sc_cat_item)
5. Set "Reference" to "Catalog Item". Then "Save" the Dictionary Entry (you could also go ahead and change the label to "Catalog Item" as well.
6. Now create a new "Record Producer Configuration" record for your Catalog Item and make sure that it has some kind of text variable you can select as the "Search Variable" and you are all set.

I chose to add Contextual Knowledge Search to the Apple iPad 3 Catalog Item as a way for a prospective orderer to checkout some FAQs...

Wouldn't it be cool to include Contextual Search on complex Catalog Items / Order Guides? This way if the user has issues or questions during completion of those items and guides they can get it inline!

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Ayshee Chattopa]

Hi Ram,

Does this also work for the service portal?

I followed the above steps in my PDI and contextual search from the internal view is working but not from portal.

Can you please help me understand how to make it work for the sp portal?

Thank you,

Ayshee Chattopadhyay

[Community Alums]

Check if text index is enabled for sc_cat_item table.

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/search-administration/task/t_EnableATextSearchOnATable.html

[Senthil20]

Thanks a lot RamS.

However issue not yet resolved.

Actual problem is with 'Contextual search' is looking up only search sources like Knowledge base etc., and not seeing CATALOG items. Because of that when i am typing in text box, main portal page(How can we help) showing only Knowledge articles instead of all catalog & knowledge articles.

Please tell me where can i enable/add this catalog search source (or)is there any flag which shows/hides Catalog items to users ?

Thanks in advance 

Karthick