Contextual Search Results

[Vasanth Pandia1]

Hello,

Today on Incident when we type something on Short Description, the related knowledge articles gets displayed below on the Knowledge Search results, this functionality we need to bring up on the catalog form. i.e. on a particular catalog form, we have a similar field related to short description, so when we type something on the field, the related knowledge articles needs to be displayed. Can someone please help us on how this can be achieved.?

Regards,

Vasanth

[amlanpal]

Hi Vasanth,

This feature is called Contextual search and is maintained under 'Search Context'. For this you need to follow the below steps:

1. Navigate to Contextual Search-->Search Context-->Open 'Incident Deflection'.

2. Under 'Record Producer Configuration' tab click on 'New' button-->Right Click on the field 'Record Producer'-->Go to 'Configure Dictionary'-->Under 'Reference Specification' tab change the field value of 'Reference' from 'Record Producer' to 'Catalog Item'-->Click Update. Please remember that this will change the field dictionary permanently.

3.Then follow the step 2 to click 'New' button under 'Record Producer Configuration'-->Select Catalog Item name in the field 'Record Producer' and variable name   in 'Search variable'-->Click Submit button. Please remember Contextual search can't be achieved on 'Reference' type variable.

4. Once you are done with the above steps, please navigate to Service Catalog-->Maintain Items-->Open the particular item-->Under 'Variables' tab please add/create one more variable as of type Macro. Under 'Type Specification Tab' select 'Macro' as 'csx_rp_search'. Set the order where you want to display the Related Knowledge Search Results and Submit.

5. Now you are DONE! Open the Catalog item, type something in the respective field and you will find the related Knowledge search result.

I hope this helps.Please mark correct/helpful based on impact

[amlanpal]

Hi vasu,

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[Ankita Mallah]

Hi Amlan,

Is there any way that on click of any of the search results, the knowledge article could open in new tab? Currently it opens up in the same tab.

Thanks,

Ankita

[Vasanth Pandia1]

Hi Amlan,

Thanks for quick response, I tried the way you mentioned above..At last on the catalog form when I type something on the field or variable, i am unable to get see the Related contextual search results/Knowledge search results what i give on the incident form.