Auto-suggest alternate Catalog Items before submitting

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Stefan Reichelt
Tera Guru
Tera Guru

‎10-30-2024 01:54 AM

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

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Kieran Anson
Kilo Patron
In response to Stefan Reichelt

‎10-30-2024 09:11 AM

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

 

KieranAnson_0-1730304337410.png

 

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

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Stefan Reichelt
Tera Guru
Tera Guru
In response to Kieran Anson

‎10-30-2024 02:53 PM

Awesome, this discussion really gave me the required hint! I just had to change the reference table on the Record Producer Configuration's "Record Producer" field dictionary. After switching it to the Catalog Item table, I could successfully run the auto suggestion for both the OOB "Create Incident" RP and my test Catalog Item.