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

[gmccullough]

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]

I have submitted a HI ticket to attempt to resolve the root cause of my issue.  So far, I cannot find a way to just exclude the contextual search for the item only while allowing all other searches.  I will post whatever solution I find for this.

Gary

[Deepak Ingale1]

Thank you for writing back and posting here, that will definitely help once you get answer from HI
Meantime, if schedule and time permits, I will explore more on this. This is interesting and might be legitimate ask

If not, I guess only option left then is to true with "no search" = false and disable search globally for item ( I thats an option for you )

[Deepak Ingale1]

While typing, Just a thought came to mind what if we put Query Business rule on catlaog item table with condition if URL is CREATE INCIDENT form, then filter the catalog item. I am not ready with the code but you can explore.

[gmccullough · Accepted solution]

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

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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

[Deepak Ingale1]

Thank you very much for posting back, this helps !!! 🙂

Wish you a happy new year !!!