Adding "Tags" or "Keywords" to Catalog Items and Record Producers

[Marques2]

Hello,

I am trying to find out how I can add "Tags" or "Keywords" to Catalog Items and Record Producers. We are on the Helsinki release and are utilizing the Service Portal which we anticipate users to type in their need or issue on the homepage search bar, which will then return hits on their search. Currently the search functionality is there, but it will only return catalog items that have the exact words provided in the search.

For example, lets say there's a Category of Email/Messaging with Catalog Items of Modify Group Membership and New Email Group/Shared Mailbox.

I'd like to apply "Tags" or "Keywords" to the catalog items such as "Office 365" or "Outlook". Is this possible?

Same would go for Record Producers. In that case, we created record producers in different service catalog categories and are defaulting the Incident Category in the record producer form, leaving a list of Subcategories to choose from that are related to that area. Applying tags for the different subcategories related to that record producer would allow users to search for any of those options and return the necessary record producer to route to the correct team.

More than happy to provide further explanation if needed. Any help is appreciated!

Thanks!

[Mark Stanger · Accepted solution]

There is a 'Meta' field that you can add to the back-end catalog and record producer forms for exactly this purpose.   Simply add the field and then start adding whatever terms you need.   Note that it may take a few minutes to generate the search index after you add the new meta terms/tags.

[Marques2]

Mark,

Thanks for the reply! I did find that field in the form layout and will need to add it. Do you happen to know how the key terms are added? Are they in parentheses and separated by commas? Can you use phrases and not just words?

Ex. "Microsoft Outlook", "Outlook", "Microsoft", "MS Office 365"

Any help is appreciated!

Thank you!

[Mark Stanger]

Comma-separated and I don't think quotes do anything but you can use underscores or something similar to group words and phrases.   These links should help...

Using meta tags in Knowledge Base articles to improve SEO and reduce incidents

Document scoring - ServiceNow Wiki

[Gowthami Senthi]

Do we have any option to track the keywords searched for the catalog items. Can we get it from anywhere, like for the particular item wheat are all the keyword used for search.