Is it possible to show more or all knowledge articles when creating an incident

[Ulla Nancy]

When creating an incident in ServiceNow, I will get the suggestion of the 5 most matching knowledge articles based on the Short description. It is the same issue in Agent Workspace, only here I get 10 most matching.

And now to my question, is it in any way possible to show more or get a window, where it will be possible to search for knowledge articles, when you are creating an incident. Or is it possible to increase the number of suggested articles in the 'backend' and in Agent Workspace

From the Backend

From Agent Workspace

[Community Alums]

Hi @Ulla Nancy ,

Refer to Suggest relevant KB article for an Incident

Take a look at Contextual Search. Configured out of the box to search knowledge articles based on Short Description.

Contextual search

Even this approach you can have a look :https://community.servicenow.com/community?id=community_question&sys_id=f156c3e1db1cdbc01dcaf3231f96...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Ulla Nancy]

Hi @Sandeep Dutta 

Thank you very much for your reply. Unfortunately I don't think it is answering my question. I will try to re-write it:

1) Can I increase the number of shown knowledge article suggestions in ServiceNow and in Agent Workspace, when creating an incident

2) Can I get an option to show the full knowledge library when creating an incident

[Musab Rasheed]

Hello,

Go to 'Table Configuration' (cxs_table_config.LIST), find an entry for your table , open it and in that explore how 'Limit' and 'Results per page' works, I guess your answer lies there.

Please hit like and mark my response as correct if that helps

Regards

[sameeralikhan · Accepted solution]

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