Can we add Related Search results in service portal when users try to raise an incident from portal?

[RC19]

End users raise incidents generally from portal through a record producer so is there any way from where we can add the related search results? so that users can view knowledge articles when they enter short description in that record producer field. this helps us reduce incident count if users can resolve the incidents by themselves from knowledge articles.

[Dr Atul G- LNG]

Hi @RC19 

It must be ootb, on RP you need to add a new variable of its new RP, called contextual search. So when a user enters anything in short description will get the related kB to chk.

[Dr Atul G- LNG]

Hi @RC19 

Like this :

OOTB : https://devxxxxx.service-now.com/now/nav/ui/classic/params/target/sc_cat_item_producer.do%3Fsys_id%3...

[AndersBGS]

Hi @RC19 

Yes, you can add the contextual search to the record producer so that when a user type in text in eg short description, the contextual search will show knowledge articles.