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

[A_maity002]

Hello @Dan O Connor ,

Thanks for your comments.
I have implemented as you have mentioned. I have added 'Contextual Search Results' & 'AI Search Assist' these variables in our customize record producer for 'get support - incident'. 

But this is not working automatically, do we need to customize anything else. I mean do we need to modify anything in widgets 0r macro of variables.

Kind Regards,
Atanu Maity

[A_maity002]

Hello @Dan O Connor ,

Thanks for the assistance. I have implement the requirement in my instance.

But one question is there, can we modify the AI search based on two variable's input ?
Suppose the are two variable service_offering and short description, user wants that both input should match the results.
Example:
Service:  HR (pord)
Short Description: Access

Result: only those KB and catalog items should populate that related to (HR and access) both condition should match.

Kindly suggest me how I can implement this.

Thanks,
Atanu Maity

[Dan O Connor · Accepted solution]

Not sure I follow when you say two variable inputs. Search works by whatever string is put into a searchbox, that's it. It then goes off to search and return relevant content. 

I would not advise trying to structure search in some specific method, as you cannot govern how people will use a search function. 

In your example if you have configured AI Search well it should return the Access request. Remember the content needs to be present in the Catalog or KB Articles. If service_offering is not anywhere on these, then it's not going to return in search. 

[A_maity002]

Hello @Dan O Connor ,

Yes that's a relevant answer. Thanks for your support 😊.

Kind Regards,
Atanu Maity

[Dan O Connor]

No problem glad I could help 🙂