Provide knowledge in an incident form

The Incident form displays contextual search results based on text entered in the Short Description field. These search results provide targeted knowledge to the incident analyst.

About this task

If the user who raised the incident has indicated that a returned result was useful, the incident analyst can review this information in more detail to help resolve the incident more quickly.

Figure 1. Create incident form knowledge

What to do next

You can configure contextual search functionality to change which fields are searched on or to add contextual search to other forms.