When we fill in short description in service portal, the related search results should showup there

[Nihad]

When we creating ticket in service portal, then when we fill in short description, the knowledge base related search results should show up there, how to implement that.

Like this.

[Claude DAmico]

Service Portal and Platform are very different in that Platform renders jelly for the contextual search Formatter/UI Macro and Service Portal doesn't since it is built on Angular JS. There is a contextual search widget, but documentation supports it as being used on record producers rather than directly on table forms.

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

I did try something different though to see if I could get this working using the id=form page in Service Portal.

• Formatters (like what is on the platform Incident form) can be mapped to widgets using the sp_ui_formatter table.
  • Default no access to create new records for admins so need to update the create ACL to allow admins (just add admin to the list of roles)
• Add a new sp_ui_formatter record where:
  • Formatter = cxs_table_search.xml
  • Widget = Contextual Search - Inline Results
• This means instead of the Formatter, use the Widget when rendering in the Service Portal

Unfortunately, Contextual Search - Inline Results does not work this way, but the Formatter is correct so this is really limited to record producers.

[Nihad]

Thank you Claude DAmico