Search using Knowledge Management v3

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Search using Knowledge Management v3

    ServiceNow's Knowledge Management v3 enables users to search for knowledge articles and questions via the dedicated knowledge homepage search bar. The search results are tailored to display only content that the user is authorized to view, ensuring compliance with security rules. Additionally, document attachments linked to articles are included in the search results, enhancing the comprehensiveness of information retrieval.

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    Search Features and Configuration

    • Search Results and Attachments: Results list both articles and their attachments. Attachment display can be configured to show as a text snippet, a link only, or be hidden entirely by adjusting the glide.knowman.search.attachment property. Note that showing attachments as text snippets may reduce search performance.
    • Wildcard Searches: Wildcard search functionality can be enabled through the Contextual Search > Search Contexts > Knowledge Base Search settings, allowing more flexible query inputs.
    • Sorting and Filtering: Users can sort results by relevancy, most recent update, or number of views. Filters dynamically appear based on search input and include:
      • Knowledge Bases: Search can be scoped to specific knowledge bases accessible to the user or across all accessible bases if none is selected.
      • Categories and Authors: Articles can be filtered by selected knowledge categories (alphabetically listed) or authors.
      • Language: Multi-language search is available when multiple languages are enabled, allowing users to find articles in different languages simultaneously.

    Multi-language Search Setup

    To enable multi-language search, activate the I18N: Knowledge Management Internationalization Plugin v2 or other specific language internationalization plugins. This activation automatically enables the core internationalization plugin. Then, enable the glide.knowman.enablemultilanguagesearch property in the system properties by setting its value to true. By default, searches display results only in the selected language unless multi-language search is enabled.

    Important Notes and Future Changes

    • The number of articles displayed in search results may exceed the number of articles accessible to the user due to security filtering.
    • Starting with the Washington DC release, the Knowledge Management v3 homepage is being phased out and replaced by the Knowledge Management Service Portal, which is the default experience from Madrid release onwards.

    Search for knowledge articles from the knowledge homepage using the search bar on the Knowledge Management v3 homepage.

    Search results include only articles and questions you are authorized to read. The search results count do not take into consideration any security rules set for the articles. The number of articles you can access may be lower than the count displayed in the search results page. Documents that are attached to articles are also listed in the search results.
    Note:
    • To change how the attachments are displayed in the search results, set the How to display attachments in Knowledge Search Results glide.knowman.search.attachment property. Attachments can be displayed with a text snippet, link only, or not at all.
      Warning:
      Attachments set to display with a text snippet may cause slowness.
    • To use wildcards in your search, navigate to Contextual Search > Search Contexts > Knowledge Base Search and select Enable wildcard searches.

    Sort knowledge content by relevancy, most recent update, or number of views.

    Filter results using the check boxes that appear. Filtering options appear depending on the search text.

    Table 1. Filtering options
    Field Description
    Knowledge Bases Select a knowledge base to search. You can select only knowledge bases you can access. If you do not select a specific knowledge base, search results include articles and questions from all knowledge bases that you can access. You can also select a knowledge base from the choice list in the search bar.

    For pinned articles, only those in the selected knowledge base in the corresponding language appear.
    Categories Select one or more knowledge categories. Categories are listed alphabetically.
    Authors Select one or more authors.
    Language
    The multi-language search feature is available when more than one supported language is enabled.
    1. To enable multi-languages, activate the I18N: Knowledge Management Internationalization Plugin v2 plugin (com.glideapp.knowledge.i18n2) or activate one of the internationalization plugins for the language you require.
      Note:
      Activating internationalization plugins for any of the available languages automatically activates the I18N: Knowledge Management Internationalization Plugin v2 plugin.
    2. To display search results in all available languages simultaneously, enable the glide.knowman.enable_multi_language_search property.
      1. Navigate to Knowledge > Administration > Properties > Knowledge Search Properties > Enable multi language search and select the Yes check box.
      2. Enter sys_properties.listin the filter navigator, search for the property to configure, and in the Value field, enter true.
      Note:
      By default, the glide.knowman.enable_multi_language_search property is not enabled. Search results are displayed based on the language you select in the language filter on the Search page.
    Note:

    Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.