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Define contextual search

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Define contextual search

You can add and configure contextual search functions for fields in forms, record producers, and wizards.

For example, you can add a new contextual search capability to the Service Desk Call form, linking search to the short description in that form. This automatically provides relevant knowledge to service desk staff when they respond to calls, helping to resolve these calls more quickly.

By default, the system provides contextual search for incident record producers and the Incident form to help with incident deflection and resolution.