Contextual search concepts
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Summary of Contextual Search Concepts
Contextual search concepts are essential for understanding the various components used in documentation, configuration, and the user interface of ServiceNow. These concepts help clarify the interconnections between components and how they function within the platform.
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Key Features
- Search Resource: These are predefined resources like Catalog or Knowledge Articles that can be searched using the Zing search engine. They cannot be created, updated, or deleted.
- Searcher: Represents a single search resource or a group of resources (e.g., Knowledge and Catalog). ServiceNow provides predefined searchers that cannot be modified.
- Additional Resources: Single table sources with query conditions that can be updated but not created or deleted. For example, you can modify the conditions for Resolved Incidents.
- Search Result Display Fields: Defines which fields (e.g., Assigned to, Opened by) are shown in search results. These fields can be updated to fit organizational needs.
- Search Context: Combines a searcher and any additional resources. Predefined search contexts are available, but custom contexts can also be created.
- Searcher Text: A user-friendly name for a searcher defined in the search context, making it easier for users to understand the purpose of the searcher.
- Search on Tab: Determines when a search is executed—either when a user leaves the search field or pauses typing.
- Search Actions: Specifies actions associated with search results, such as "Order" for catalog items and "Attach" for knowledge articles.
Key Outcomes
By understanding these contextual search components, ServiceNow customers can effectively navigate and utilize the platform's search capabilities, enhancing their ability to retrieve relevant information swiftly and efficiently. This knowledge allows for better customization and optimization of search actions and results, leading to improved user experiences and operational efficiency.
Contextual search concepts help you to understand different contextual search components that are used in the documentation, configuration, and user interface. Understanding of the concepts makes it easier for you to comprehend the interconnection between the components.
Contextual search uses terms and concepts that can differ from industry norms due to the unique nature of the ServiceNow platform. Contextual search includes the following concepts and components:
- Search resource
- Resource that can be searched such as Catalog or Knowledge Articles. As the resources are scripted and contain JavaScript, they can combine results from more than one table.Note:
- ServiceNow provides pre-defined scripted search resources. You can't create, update, or delete search resources.
- A search resource uses the Zing search engine to search a table.
- Searcher
- A single search resource or a group of search resources that can be searched. For example, the Knowledge and catalog searcher contains Knowledge Articles, Questions and Catalog Items as its search resources.Note:ServiceNow provides pre-defined searchers. You can't create, update, or delete searchers.
- Additional resources
- An additional resource is a single table source with query conditions that you can search. Additional resources aren't scripted as you search from a single table. For example, Resolved Incidents (within the last six months).Note:
- ServiceNow provides pre-defined additional resources. You can't create or delete additional resources, but can update additional resources to better match your organization requirements. For example, you can update the condition and description for Resolved Incidents (Last 6 months) to change it to Resolved Incidents (Last 3 months).
- An additional resource performs the search based on the type of the source:
- Table: The Zing search engine to used to search a table.
- Predictive Intelligence similarity: Search is based on similarity and not on the Zing search engine.
- Search result display fields
- Defines the fields whose values are displayed with the search result of an additional resource. The fields can include Assigned to, Opened by, and
State. The search result display fields appear at the bottom of a search result record.Note:ServiceNow provides pre-defined search result display fields. You can't create or delete additional resources, but you can update search result display fields to better match your organization requirements. For example, change which field to use as a title or the description or which fields to show at the bottom of a search result record.
- Search context
- Brings together a searcher and additional resources (if any) that can be searched.Note:ServiceNow provides pre-defined search contexts. You can also create search contexts.
- Searcher text
- Defined in a search context, a searcher text specifies a user-friendly group name for the searcher. When a searcher contains more than one search resource, a group name is used to represent that group of search resources. For example, the Incident Deflection search context uses a searcher that searches Knowledge Articles, Questions and Catalog Items. The user-friendly searcher group name that represents all of them is Knowledge & Catalog.
- Search on tab
- Defined in the search context, Search on tab specifies when a contextual search should start the search. The different scenarios when search is performed are:
- If you select the Search on tab check box, the search only runs when you update and leave the search field (recommended).
- If you clear the Search on tab check box, the search runs when you pause typing.
- Search actions
- Specifies the actions for each such results. For example, for catalog items, the search action is Order and for knowledge articles it's Attach. All sources have the This helped action.