Service Portal Search Source

[AAN]

Hi SN Community,

When a user uses the Homepage Search, results are defaulting to show All. Is it feasible to change the default search page from All to Catalogs?

Thank you and regards,

AAN

[Chaitanya Redd1]

Hi,

You can update search sources. You can edit it and remove what isn't required to show in the search.

Search for portals > open Service Portal, which will have a url suffix of "sp." Open that record, and you will find search sources in a related list. You can update what you want to see when you type on search.

[James Chun]

Hi @AAN,

I don't think there is an OOB way of configuring it.

You can either remove the other search source completely (which I don't think you want) or customize the widget which I think will require some heavy customization.

Do you need the functionality as most users tend to search for a catalog item instead of a knowledge article?

You may want to consider enabling AI Search instead of Zing - https://docs.servicenow.com/bundle/washingtondc-platform-user-interface/page/build/service-portal/co...

Cheers

[AAN]

Hi James, thanks for giving me your insights.

Yes, I don't want to remove the other search sources.

Do you need the functionality as most users tend to search for a catalog item instead of a knowledge article?

No, the users are presented with tons of results and to limit that, I thought of setting the default to Catalogs only. Then they can choose Knowledge or All if they want more results.

[James Chun · Accepted solution]

Hi @AAN,

If that's the case, I think you should focus on refining the search result rather than making the 'Catalog' filter the default. 

Instead, some options that you can explore:

• Make sure the KA/Catalog items contain only the relevant keywords (e.g. in the short description, meta etc). Also, if some items are no longer used/relevant, deactivate them.
• Modify the relevancy field weight - https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/search-admin...

Hope that gives you somewhere to start, thanks