How to make the Short Description field present possible knowledge articles?

[riskay123]

Is someone able to tell me how I can make the the details entered into the Short Description field when logging an incident via the Service Portal display possible knowledge articles solutions that may assist the user to solve the issue themselves?

[Gaurav Bajaj]

Hi,

You need to check incident deflection for contextual search.

http://wiki.servicenow.com/index.php?title=Deflecting_and_Resolving_Incidents_with_Knowledge#gsc.tab...

Contextual Search - ServiceNow Wiki

Please mark correct/helpful based on the impact of the response.

Thanks

Gaurav

[riskay123]

Hi Gaurav

Thank you for providing the article. However, I don't think this is what I am after. I have to Contextual Search working on Incidents but I need the same thing in the Self Service Portal. I would like to use this as a way of trying to prevent incidents being logged by users.   If a user can find a KA here then they may not end up needing to create a ticket at all.

[Gaurav Bajaj]

Hi,

This is OOB feature added on create incident record producer. You can add it for any of your record producers for service portal.

Please check record producer configuration where you can add the KB base to search for, record producer on which it will happen, the field which will trigger it etc.

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/contextual-search/tas...

[riskay123]

Hi Gaurav

I tried as you suggested but I must be missing something because it is not working. Below is a screenshot of my Record Producer Configuration but no KA appear when I enter text into the Short Description field.

I note that on your screenshot there is a bit at the bottom that says Filter configurations list loading. That does not appear on my screen. Could this be part of my problem?

Thank you for your help.