Create a record producer filter configuration using mapping

You can create a simple filter mapped to a record producer configuration to improve search results.

Before you begin

Role required: admin

Procedure

  1. Navigate to Contextual Search > Record Producer Configuration.
  2. Select a record producer configuration on which to create the filter (for example, Create Case, Create Incident, etc.).
  3. From the Filter Configurations related list, click New.
  4. Fill in the Search resource field on the Record Producer Filter Configuration form with the resource to be searched (for example, knowledge, social, etc.).
  5. Click the Active check box.
  6. Click Submit.
  7. Open the newly created filter configuration from the Filter Configurations related list.
  8. From the Filter Mappings related list, click New.
  9. Fill in the fields on the Record Producer Filter Mapping Configuration form.
    Select a source record producer variable to map, and a search resource table field to apply the filter on.

    For example, Create Case:Product mapped to Knowledge [kb_knowledge]:Related Products [related_products]).

  10. Click Submit.