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 · Accepted solution]

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...

[sath]

HI @bsmolski 

Thank you. How do we make sure only knowledge articles from security knowledge base are available as contextual search results on security incidents?

Currently all the knowledge articles from all the knowledge bases are displayed.

[bsmolski]

Hi @sath,
That's the purpose of the "Resource Configurations" related list on your search context. See: https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/contextual-sea...

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