How to search knowledgebase from within a record producer.

[Jan-Z]

Within a record producer I would like to add a link for our end users to search the knowledgebase based on short description.

Ideally adding the KB icon at the end of the variable would be perfect but i don't know if this is possible. I know the icon can be easily added to the end of a field by adding the knowledge_search=true attribute on a field but I am trying to add it to a variable within a record producer.

I want to direct users to the knowledge base from within the record producer used to enter incidents. This is from the self service view.

Thanks.

[Mark Stanger]

Hi Janet. Crossfuze does a full KB search as users type in the Short Description field when creating an incident. The search is dynamic so it automatically updates with relevant results as the user types. We do this on the standard incident, problem, and KB forms as well. In addition, we've implemented the same type of searching within our CMS product. Feel free to contact me if you'd like to discuss further or see a quick demo. Here's a link to our turnkey datasheets. The incident one shows a couple of screenshots of the behavior.

http://www.crossfuze.com/solutions/turnkey-solutions

For a more manual approach, I've actually blogged about this at the Crossfuze blog, ServiceNowGuru. It's not nearly as useful or user-friendly as the solution above, but it will force the KB search.

http://www.servicenowguru.com/scripting/client-scripts-scripting/mandatory-knowledge-search-ticket-creation/

[Jan-Z]

http://www.servicenowguru.com/scripting/client-scripts-scripting/mandatory-knowledge-search-ticket-creation/

Script is provided for SC requests.

[Mark Stanger]

Right, that's the link I sent you!

[Jan-Z]

I missed that completely. Shoot!
Thanks Marc.