Is it possible to exclude a catalog item from contextual Search in Incidents

gmccullough · ‎12-17-2018

I am utilizing contextual search when users submit incidents. I have an employee on boarding Order Guide that shows in the section below the short description when submitting an incident with New Employee in the description. When they click the Order button, it does not follow the Order Guide process. So I have 2 choices, figure out why it is ignoring the Order Guide Role Bases or exclude it from the contextual search. (IMPORTANT: I have to be able to search it everywhere else) I thought it would be easier to exclude it than try to fix the root cause. Maybe I was wrong. 🙂

Thanks for any assistance you are able to provide,

Gary McCullough
Service Automation Manager

gmccullough · ‎01-08-2019

Solution proposed by Brian Rivera-Garcia (NOW)

Hello Gary, Our development team have looked over the PRB I opened and have turned my attention to a similar PRB which is a better match for this incident. PRB1293548 details an issue where Contextual Search on the Service Portal always opens records in the sc_cat_item page, rather than use the sc_cat_item_guide page for any Order Guide records that come up in your search results. PRB1293548 has been closed as Fixed in our upcoming Madrid release. Please upgrade a sub-production environment when Madrid becomes available to verify the issue has been resolved

I have set the state of this ticket to Solution Proposed for now. If you have any further questions, please let me know. I will be glad to assist you. Otherwise, please click Accept Solution to close the incident. In line with our commitment to continuous improvement, you might receive a survey to provide feedback and comments on my work. We truly value the information you provide by submitting the survey. Thank you for using ServiceNow Support.

Regards, Brian

View solution in original post

Deepak Ingale1 · ‎12-17-2018

Hello,

On catalog item, there is "No Search" column. Mark its value to TRUE and you should be fine.

Note: Please mark reply as correct / helpful if it answers your question.

Brian Lancaster · ‎12-18-2018

Would no search block it from all searches including catalog search?

gmccullough · ‎12-18-2018

No. Marking No Search as true, blocks it from being searched everywhere. I tested that. So that is not an option for me. I just don't want it to be one of the options when typing in a description in the create incident form. But as I stated, I think I need to submit a Hi ticket so that the Order button that appears allows for Order Guides. It just ignores the role bases.

Gary

Deepak Ingale1 · ‎12-18-2018

Hmmmm,

Search results are shown based on "Record Producer Configuration" module under "Contexual search" Application.

I never tried but what you may do is to build the own filter using script and apply as search source for Record Producer

https://docs.servicenow.com/bundle/istanbul-customer-service-management/page/product/customer-servic...