question Re: Contextual Search on Incident - default knowledge base based on field on incident form in Developer forum

Contextual Search on Incident - default knowledge base based on field on incident form

miriamberge — Fri, 30 Aug 2019 13:01:26 GMT

We've got contextual search results configured on the incident form - everything oob, searching on knowledge only. When an agent opens an incident, there is a field called service desk which autopopulates based on the user profile (there is a very rare occurrence where this may not be populated). If the service desk is IT, then we want contextual search to show IT knowledge base, if the service desk is Business, then we want contextual search to show Business knowledge base, if no service desk, then all knowledge bases.

How and where would I configure this? I'm familiar with adding conditions on the Resource configuration when configuring a search context, but not clear on how I would make this dependent on a field on the incident form.

Thanks!

Re: Contextual Search on Incident - default knowledge base based on field on incident form

Allen Andreas — Fri, 30 Aug 2019 13:08:19 GMT

Hello,

What version of SN are you on? This determines if you have OOB support for multiple KBs or not...which is important to know.

Thanks

Re: Contextual Search on Incident - default knowledge base based on field on incident form

miriamberge — Fri, 30 Aug 2019 14:54:13 GMT

We are on London, upgrading to New York soon.

Re: Contextual Search on Incident - default knowledge base based on field on incident form

miriamberge — Tue, 03 Sep 2019 13:59:08 GMT

Anyone have any ideas? SN has essentially said you can't do this out of box? It seems as though there must be client script or business rule I could write to only display the knowledge articles from a specific knowledge base? Any ideas would be greatly appreciated!

Re: Contextual Search on Incident - default knowledge base based on field on incident form

miriamberge — Tue, 03 Sep 2019 19:07:27 GMT

I'm updating this in case anyone else runs into this. It looks like if you add a filter configuration to the Incident Table Configuration under Contextual Results, that you can map a field in a knowledge article to a field on the incident form.

I configured this to map on service desk, since both tables have this field. Now, when an incident comes in (service desk populates automatically on our incident form), then the related search results will only show knowledge articles that apply to that service desk.

Here's a link to the documentation:

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/contextual-search/task/create-filter-config-using-mapping.html

Re: Contextual Search on Incident - default knowledge base based on field on incident form

Qusai1 — Tue, 21 Sep 2021 08:35:46 GMT

Hii we have a responce email in which all kb article links comes but we want only from specific category the links should come how can we filter that please help