Searching on short description

krauts24
Kilo Contributor

‎06-09-2011 12:53 PM

I recently polled our agents on if they like the fact that knowledge will automatically search on the short description of an incident. An overwhelming majority came back to say that once they click knowledge they end up deleting the search and type in different words. There have been inquiries on if the automatic search on short description could be stopped and just have a knowledge form come up without any search words.

So my questions are, has anyone else run into any issues with this and are we not using short description correctly if it doesn't bring back good results? Having a blank search come up would seem to defeat the purpose of the knowledge button since it is designed to search on the words on the field it is next to.

Thanks
Tony

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gaidem
ServiceNow Employee
ServiceNow Employee

‎06-10-2011 05:31 PM

This is interesting and valid feedback. Maybe you could have another field that is used for searching knowledge?


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CapaJC
ServiceNow Employee
ServiceNow Employee

‎06-10-2011 08:27 PM

Maybe some variant of this custom knowledge search solution:
http://wiki.service-now.com/index.php?title=Searching_the_Knowledge_Base#Custom_Knowledge_Search

Perhaps it could start with var url = "kb_find.do"; instead of the other suggestion. But I think that would initially return ALL articles, which you wouldn't want (could take a while to process the page).

Or maybe var url = "kb_home.do"; would work instead at the start of the customKnowledgeSearch() function described in that wiki article.


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