Display customer SOP first in the contextual search for incidents

[Scott Stahr]

Our service desk would like customer specific SOPs to always display first in the contextual search for incidents.  When the End Customer field is set on the incident form, the SOP knowledge document should be the first item in the results of the contextual search.  Any ideas on how to accomplish this?

 

[Dr Atul G- LNG]

Hi @Scott Stahr 

Give a  try here:

https://www.servicenow.com/community/itsm-forum/user-criteria-only-relevant-company-knowledge-articl...

[Scott Stahr]

Thanks Atul, but I don't think this is quite what we're looking for.  The desired result would be:
1. Select Customer 123 in the company field

2. Enter something in the short description to trigger the contextual search
3. The knowledge article "Customer 123 Standard Operating Procedure" is always the first result displayed. Followed by knowledge articles that are relevant to what was entered in the short description.

If Customer ABC was selected in the company field, the first result in the Contextual search would be "Customer ABC Standard Operating Procedure"

[Dr Atul G- LNG]

Hi @Scott Stahr 

I can understand your issue and seems to do this, we need write script which can be tricky.

I request you please add your question here as well

https://www.servicenow.com/community/knowledge-managers/bd-p/knowledge-managers-forum-board