related KB, catalog, change options available while user tries to raise an incident

[A_maity002]

Hello,

There is a requirement,
When user is going to raise an incident in Service Portal by entering service/short description, the related Knowledge article, Catalog items, Standard change should be visible under that incident form.

How I can implement this kindly help me to achieve.

Thanks,
Atanu Maity

[Dan O Connor]

@A_maity002 If you mean something like this

It is called 'Contextual Search'

Here is our Docs page outlining what it is, how it works and how it can be configured

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/contextual-s...

Simply put, you configure Contextual Search on your Incident Form, that when the user types in their issue etc., search runs to present things like Articles to hopefully achieve incident deflection.

Contextual Search is configured as a Custom variable on your record producer, where you then call on the contextual search widget.

[A_maity002]

Hello @Dan O Connor ,

Yes, I think my requirement is likely same as your are explaining.
Many thanks for your comments. 

Could you please explain me how I can implement this requirement ?
I have installed all plugin related to 'Contextual Search', but nothing is showing in my incident record producer. How to active this plugin and how I can customize this to be effective ?

Kind Regards,
Atanu Maity

[A_maity002]

Hello @Dan O Connor ,

Many thanks for your comments. My requirement is mostly same as you have mentioned.

Could you please explain more related to this ?
I have already installed this plugin in my system, but this is not implemented yet. How can I customize this plugin to achieve this.

Kind regards,
Atanu Maity

[Dan O Connor]

I included a link to our product documentation in my original post.

If you review that, there are sections that outline how to configure.