Auto-suggest alternate Catalog Items before submitting

[Stefan Reichelt]

Hi community,

Maybe this is a simple question: When I create a Case with ServiceNow Support, I get suggestions about Catalog Items that may fit instead of the ticket I'm currently trying to open. Is there a comparable feature available on the Employee Center, so that I can intercept the end user's attempt to order a Catalog Item, and auto-suggest other items which may fit better according to the text which was typed already?

In this case it would be about a "general" request item (yes, that topic which is much older than ServiceNow itself) where it would be good to interfere if the system recognizes that another item from the catalogue fits to the content with some probability. Maybe there is something based on Predictive Intelligence?

Best regards

[Kieran Anson]

Contextual search is the product that is available for us customers, assume SN use this too but they do have some fun custom things on the HI portal.

If you've got the OOB demo data loaded in your instance, the provided "Create incident" catalog item has the context search widget added which is the presentation layer that will show related articles, and items to a user

[Stefan Reichelt]

Thanks a lot! I will have a look at it.

[Stefan Reichelt]

Can I maybe get some additional hints how to get it running from a Catalog Item? I see it works fine on the Create Incident RP, so I simply added both Custom type variables (including the Macro/Widget settings) into a test Catalog Item. But when I type some words into the multiline variable which I also added, still nothing happens. I tested with exactly the same search terms in both forms.

Does it maybe only work on Record Producers, or might I have forgotten anything?

[Kieran Anson · Accepted solution]

hmm, I guess I've only ever done it on record producers. You have to map the catalog item to the search context which you can do via the "Record producer configuration" menu item. However, it appears that the field on that form is locked down to just record producers. I've linked an article which discusses how to open it up to both RPs and catalog items

https://www.servicenow.com/community/developer-forum/may-i-use-contextual-search-in-catalog-item/m-p...