How the related search results works in the incident form.
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3 weeks ago
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3 weeks ago
share screenshots.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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3 weeks ago
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This is not a related search; it is a context search, and it has been defined here:
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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3 weeks ago
the image you shared is Contextual search and is handled using UI macro and is added on incident form as formatter. how that UI macro works we are not sure as it's coming from platform level.
this KB explains it -> how the setup is done
more links for reference here
In Short:
-> Contextual Search uses predefined contexts and sources to generate queries from fields like Short Description on the Incident form.
-> It retrieves results from configured Knowledge Bases or Catalog Items.
-> You can map Incident fields to Knowledge article categories to filter results by relevance, such as service desk or business unit.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
