How to search for Tags in Knowledge Base Search

[Daniel Messer]

Dear folks

We'd like to add another dimension to our KB structure. We thought about using Tags. The idea is to add a new KB article to a KB, a category and then add a Tag or two.

So I created some global Tags (i.e. "Engineering", "Operations" and so on) and added them to some KB articles.

Now when I'm searching for these Tags the tagged articles are not appearing in the search result. This applies to

• General Search (where I search for Cases and other items as well)
• Knowledge Base overview
• Within a Knowledge base

Within a Knowledge Base, the Tags are not visible in the Tag filter on the left.

So I tried to ad the Tags to the Index by doing the following:

System Definition > Tables > Knowledge (kb_knowledge) > Related List > Database Indexes > NEW. Now when I should choose the column there is no column named Tags or similar.

How can I really configure Servicenow so I can search for Tags? Thanks in advance for all your help.

[Goran WitchDoc]

Hi,

I wouldn't go for tags here. Perhaps you can use the meta field instead which I think is more of what you are looking for. Then you can even define weight on the fields so depending on where the search words are found, it will give more points for the search result.

//Göran
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[Daniel Messer]

Hej Göran

The meta field works as designed. The downside is, the content of the meta field is hidden, when browsing the KB or looking at an article and doesn't appear in the search results either.

Meaning: When I'm looking for an article about Microsoft Word (or whatever) I can't see, which ones are for my level.

If I'm searching for Microsoft Word 1st Level Support I might have the right article ranked pretty high, but I still don't know if it's the right one. A tag would immediately show me, at which articles I have to look and which articles are beyond my knowledge and permissions anyway.

The only option with the meta field I see, if I'm pasting the meta "tags" in the article text (first line) as well, so I can see if I have found what I'm looking for.

Or is there a way to show the meta field in the search result or even browsing the knowledge base?

[Goran WitchDoc]

Hi Daniel,

Are we talking about looking at the KB through the portal or the "backend view"?

//Göran
Feel free to connect:
LinkedIn
Subscribe to my YouTube Channel
or look at my Book: The Witch Doctor's Guide To ServiceNow