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]

Re you saying it works on the backend and not on service portal?

Because it should do there as well.

[riskay123]

That is correct

Backend

Service Portal

[prathyusha_snow]

Hello riskay,

Did you figure this out? I have the same issue in my instance. Please let me know what was done for it to be fixed.

Thank you.

[riskay123]

No, I didn't have much luck. I went back to the company that did our original install and asked them and they told me that we need to make changes to the widget in the Service Portal. I have not taken it any further yet. If you work it out let me know.

[dvp]

All you need to do is download widget xml from the below link and use that widget in contextual search results variable

ServiceNow KB: Contextual search on record producers does not work in Service Portal (KB0610534)