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ServiceNow – Automatic KB Suggestion on Tickets

Purushotham Ga2
Tera Contributor

3 weeks ago

When an incident or task is created, ServiceNow systems could analyze the ticket description and automatically display the most relevant KB article directly on the ticket screen. This would help agents quickly find solutions without manually searching.
This enhancement could improve resolution time, consistency, and overall efficiency.
Please let me know your thoughts.
Expected Benefits:
Faster incident resolution (reduced MTTR)
Improved first‑contact resolution
Standardized troubleshooting approach
Reduced dependency on agent seniority
Better utilization of existing KB content

 

 

need to fix the above points , so pls need your assistance

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Vikram Reddy
Tera Guru

a week ago

Hi @Purushotham Ga2,

 

This already exists out of the box, so before anyone scopes custom dev, check what's actually turned on. The feature is called Contextual Search (shows up on the form as the Related Search Results panel), and it tokenizes whatever's typed in Short Description and matches it live against kb_knowledge as the agent types, no submit needed.

When it's "not working" it's almost always one of these:

  • Contextual Search application/plugin not active in the instance
  • no Search Context record scoped to the Incident or Task table
  • the knowledge Search Source isn't included, or its condition filters out the knowledge base you actually publish to
  • the Related Search Results related list was pulled off the form layout at some point
  • articles sitting in Draft or Retired, contextual search only surfaces Published articles

If keyword tokenization is too dumb for your use case (short descriptions like "vpn not working" missing an article titled "remote access troubleshooting"), that's where Predictive Intelligence similarity clustering helps, it scores semantic closeness instead of literal token overlap. And if you're licensed for it, Now Assist in AI Search does true RAG-based retrieval against your knowledge base, which is a real step up from both.

 

Thank you,
Vikram Karety
Octigo Solutions INC

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