How the related search results works in the incident form.

ATLAJ1437393978
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7 REPLIES 7

Ankur Bawiskar
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@ATLAJ1437393978 

share screenshots.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

Screenshot 2025-10-06 145817.png

Hi @ATLAJ1437393978 

This is not a related search; it is a context search, and it has been defined here:

 

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/contextual-sea...

 

DrAtulGLNG_0-1759744648374.png

 

 

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@ATLAJ1437393978 

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.

AnkurBawiskar_0-1759746153971.png

this KB explains it -> how the setup is done

How to adjust the search context (Contextual search) so it will draw articles from particular knowle... 

AnkurBawiskar_1-1759746657701.png

 

more links for reference here

Managing contextual search 

Contextual search 

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.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader