Contextual search

Contextual search allows you to configure fields on forms and record producers to automatically display knowledge search results based on the text entered in those fields.

Contextual search helps users deflect or quickly resolve their issues without involving the service desk operators. Contextual search can also include results from other sources such as a service catalog, allowing a user to directly order a catalog item from a search.

Contextual searches are enabled for incidents by default, providing incident deflection using knowledge and social Q&A questions. This default implementation includes contextual search results for forms, record producers, email notifications, and wizards.

To define a contextual search, first define a search context to set parameters, then define where the contextual search results are to appear: in forms, record producers, and wizards.

You must have the admin role to define contextual searches and to administer contextual search functions and properties.