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,

My Bad, I didn't mention to include the variable for contextual search in your record producer.

Please see the example of create incident (OOB)   record procuder, it has a variable of type UI macro named "Contextual Search Results".

Please create a new variable

Type : Macro

Macro : cxs_rp_search

Please set this up and let me know if it still doesn't work.

Thanks

Gaurav

[riskay123]

Hi Gaurav

Thank you for your help so far but I am still having issues. I am sorry to ask a stupid question but how to I get the tabs to appear so I can configure the variables?

[Gaurav Bajaj]

Hi,

Which tabs are you talking about? One in above screenshot with "Question, annotation " etc.

They appear by default when you try to create a new variable.

Please share a screenshot so that I can help here.

[riskay123]

Hi Gaurav

I am still not having any luck. Here are my screenshots. I am sure it is something silly that I have missed.

[Gaurav Bajaj]

Hi,

I don't see any issue with configuration.

So you don't see any bordered area at the end of your record producer form.

This is the place where the contextual result should appear.