Configure Knowledge Results

[sid23]

Hello Everyone,

I wanted to get more info on the contextual table configuration "Knowledge Results" that is being displayed on the HR Case forms.

The results are being displayed by taking into an account of the keywords in short description. For example- short descriptions says "Holiday", then the knowledge results displayed below are related to the word "Holiday". Also there is another tab beside which gives the knowledge articles based on the "opened_for" country.

Is there any way we can configure those tabs or like add additional filters? I have looked into UI Pages and Macros but no luck.

Any info would be helpful.

Thanks,

Sid.

[Priyanka Gupta · Accepted solution]

Hi Sid,

See if this helps - https://docs.servicenow.com/bundle/london-platform-administration/page/administer/contextual-search/...

Steps-

1. Navigate to Contextual Search > Table Configuration and open the record.
2. Click New in the Search Fields related list.
3. Select the field to use and the order for that field. Note: Only text fields can be selected.
4. Right-click the header and select Save to save the search field record.
5. (Optional) If you have multiple search fields defined for that form, you can click Set as Default to select the new field as the default search field.

Short Description is the default field in the contextual search which explains why you are seeing your search results keying off of it.

Please mark helpful/correct based on the impact.

[sid23]

Hello Priyanka,

I wanted to add a new tab beside "My Results". I don't think the search fields are the same.

[Priyanka Gupta]

Well, you can add additional filters and have contextual search take all those fields into account while showing you search results. What is the purpose of creating a new tab? 

[sid23]

True, I could also filter the knowledge articles  through a script but the functionality requested was to add in a country filter tabs so the users can search for the kb articles based on the country they select.