Knowledge Search in Incident form

Terry Carr
Tera Contributor

‎10-13-2022 01:22 AM

When an agent is creating an Incident - the Related Search results for knowledge uses the text from Short Description to carry out the search

Can anyone advuse how i could also filter the results based:-

- *Company" in Incident Form matches "Company" in KB Record?

- or Company in KB record is blank

 

Thanks in advance

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-04-2023 03:55 AM

Hi @Terry Carr 

Seems it is not directly possible. We need to make changes in contextual search.

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Marco0o1
Tera Sage

‎12-05-2023 06:30 AM

Hi @Terry Carr ,

 

Take in count that the contextual search result only work for string field, on this case "Company" is a Reference field, you will need to create a custom field "u_company" to store the data for the Company reference field type string and make similar to the name when a Company is selected via BR or client script(I suggest client script on field change).

 

When you have the field follow this steps:

 

- Step 1: Navigate to "Contextual search -> Search context" module

- Step 2: Look for the Incident deflection record.

- Step 3: Select the related List "Table configuration" and click on "Incident"

- Step 4: In the related List "Search Fields" select new

- Step 5: Select your field type string (u_company) on this case

 

 

Then the related search will look for your new field, take in count to eliminate the other field or set this as default because exist a priority and only will search when the other field with lowest priority are empty.

 

Hope that help you.

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