Contextual Knowledge Search for Security Incident Response

[sath]

Hi,

We need to implement the contextual knowledge search on security incidents and made changes to display relevant knowledge articles based on the short description of security incidents. 

We also need to ensure that previous similarly named security incidents will be discoverable within the search function as well. Can you assist on how to achieve this requirement?

[bsmolski]

Hello @sath,

Contextual search only supports providing suggestions from Knowledge Base Articles and Catalog Items, see: https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/contextual-sea...

I'd suggest reviewing the "Security Knowledge Search" search context which comes baseline.

As for the requirement of finding similar existing Security Incidents, I'd suggest looking into the Predictive AI similarity framework: https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/predictive-int...