Configure Knowledge Results

sid23 · ‎07-09-2019

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 · ‎07-09-2019

Hi Sid,

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

Steps-

Navigate to Contextual Search > Table Configuration and open the record.
Click New in the Search Fields related list.
Select the field to use and the order for that field. Note: Only text fields can be selected.
Right-click the header and select Save to save the search field record.
(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.

View solution in original post

Priyanka Gupta · ‎07-09-2019

I found something that might be helpful. So, Knowledge Results is a formatter. You should be able to see that when you open Form Design.

Now, this formatter has a UI macro written for it. Go to-

System UI-> Contextual Search Results -> View UI Macro for this Formatter

-Priyanka