First, I want to describe why this is important. Imagine that you are a new help desk analyst at a major company that supports hundreds of applications. End-Users generally do not know the application (CI name) they know what they are attempting to do. For example: In our tire purchasing application CI name: B2B purchase funnel or DRSG or Online Tire Stores; customers can search for tires in a verity of ways, they can "Search by Size", "Search by SKU", or "Search by Vehicle". etc .
Now imagine there is a remote help desk (we are 100% remote) person on their 1st day. A customer calls in and states "I cannot search by size". How is the help desk person supposed to fill in the CI? They will not be able to put "search by size" into the CI and have the search return the CIs that have this keyword/phrase associated with it. This is functionality that the last 2 service applications had OOB. For some reason Service Now only searches on CI Name and does not allow this type of searching without significant development (based on what our implementor is telling me). I cannot use "TAGS" without going to the full grid, which is doable, unless I want to have the same capability on an end user record producer. Either way displaying the full grid of CI's (over 30,000) vs a short list returned from a keyword/phase search is inefficient and time consuming.
Has anyone developed an advanced CI search that works from a single field, looking for keywords in either the description or matching tags? I really do not care which.
This is what I want the user to be able to do and get a list of applications with this functionality
VS hitting the "magnifying glass" then filtering on description (or by tag) that contains "Search By Size" in order to get a list of qualifying CIs
This is important if the Help Desk cannot resolve the issue. Why, because we escalate incidents to the support team listed on the CI. If the helpdesk cannot find the CI or chooses the incorrect CI then the ticket goes on what I call the Hamster Wheel - delaying resolution for the customer.
Does anyone know how to resolve this. It is a significant loss of functionality from our previous 2 service desk applications.
I appreciate any help on how to design a keyword search into the main incident form.
In the typeahead search like you have pictured you can add columns and search on them - to some extent. This is an easy configuration change, not a customization. The problem with what you've laid out is that the Description field - being a multi-line text - is too long, and tags are records on a different table, so that's a whole other issue. But this is what it would look like if you were to populate certain words or phrases in a string field - one that's unused on the cmdb_ci table, or create a new custom field. As seen in Dark mode, which makes everything look better:
This also includes the sys_class_name (Computer) which you could get rid of. If I were to continue typing ' size' the results would be limited to just the first 2 records.
In the typeahead search like you have pictured you can add columns and search on them - to some extent. This is an easy configuration change, not a customization. The problem with what you've laid out is that the Description field - being a multi-line text - is too long, and tags are records on a different table, so that's a whole other issue. But this is what it would look like if you were to populate certain words or phrases in a string field - one that's unused on the cmdb_ci table, or create a new custom field. As seen in Dark mode, which makes everything look better:
This also includes the sys_class_name (Computer) which you could get rid of. If I were to continue typing ' size' the results would be limited to just the first 2 records.
For this demonstration I used the category field. Make sure whichever field you use is on the cmdb_ci table, not an extended one. I modified the incident record in the Dictionary Override Related List on the Dictionary Entry, so that this change would only apply to the incident form, not problem, change, *task, and everywhere else Configuration item is seen. I copied the Attributes that were on the out of box Dictionary entry for the task table adding
;category
and
,ref_ac_columns_search=true
encode_utf8=false,ref_ac_columns=sys_class_name;category,ref_ac_order_by=sys_class_name,ref_auto_completer=AJAXTableCompleter,ref_contributions=task_show_ci_map;show_related_records,ref_ac_columns_search=trueI'm using the native UI, but I haven't heard of any problems with this in Service Portal.
