Integrate Knowledge Articles within the Service Portal

[Nicholas Hromya]

Hello everyone,

We want our customers to see knowledge articles before they submit a ticket from the Service Portal (SP and CSM).

It seems like I can set up contextual search, based on short description.  Is this is a widget available in the service portals?

Our contextual search seems like it is not set up for the UI in the Incident form.  I am working on this now.

Thanks

Nick

[Ajay_Chavan]

Please refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0714564

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0752325

[Nicholas Hromya]

Hello Chavan,

Thank you for the quick reply.  I don't understand where/how I am 

• Create a new variable of type Macro if one is not present

Does this mean I have to add a variable to each catalog item?

[Nicholas Hromya]

Hello,

Looking at the Type for variables, (Yokohama) does not list Macro.

Types of service catalog variables

Unless, I am doing something completely wrong, which I could be.  🙂

[Ajay_Chavan]

@Nicholas Hromya  Use the “Custom” or “Custom with label” option. Then, under the “Type specification” section, you can add a macro.