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Define contextual search for a table

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Define contextual search for a table

Define contextual search to display search results in a table, such as the form for the Incident table.

Before you begin

Role required: admin

About this task

In Contextual Search > Table Configuration, you can configure the form that is associated with a table to display contextual search results. You specify where the search results appear, the information the results contain, and what the user can do with the results.

When knowledge articles are associated with a record, those search results can be included in email notifications. For example, email notifications sent when an incident is created can include knowledge search results. An article in the search results may help the user who raised the incident resolve the issue independently.

In the table configuration record, specify which fields on the form trigger a search. For example, contextual search in the Incident form can display search results based on text entered in the Short description field.

You can turn on metadata for knowledge article results to know which knowledge base the article belongs to. To turn the metadata, navigate to Contextual Search > Properties and select Yes for Shows meta data on form contextual search results. There are additional knowledge article metadata settings in Knowledge > Properties under Knowledge Search Properties, including whether to show the knowledge article number in the results.

Procedure

  1. In the Search Context form, open the Table Configurations related list and click New.
    Alternatively, navigate to Contextual Search > Table Configuration and click New.
    Contextual Search: Table Configuration
  2. Complete the form.
    Table 1. Table Configuration fields
    Field Description
    Table Name of the table name associated with the form, for example, Incident [incident].
    Note: The list shows only tables and database views that are in the same scope as the contextual search.
    UI type Table Configuration used in a Platform form or in Workspace.
    Search context Name of the search context this table configuration applies to.
    Results header text Label for the search results area that appears in the form.
    Enable related search box Check box to show the related search box (platform only) within the Contextual Search Results. When checked this option allows the user to change the search text without editing the short description (or whichever field is set as the search field).
    Active Check box to activate this configuration.
    Limit Maximum number of search results returned.
    Results per page Number of results to display per page.
    Allow expand/collapse Check box to allow the user to collapse the search results in the form.
    Enable source selector Check box to show the list of search sources that the agent can choose from (platform only).
    Enable preview buttons Check box to show a preview button (platform only) for each search result. The user can then use the preview button or the search result title to preview the result record.
    When to display Conditions under which this search is enabled. For example, set [Active] [is] [true] to only enable the search on active knowledge articles.
    Enable search as Defines results to show for a different user. For more information, see Search as different users.
  3. Open the form context menu and select Save.
    The Search Fields, Filter Configurations, and Email Configurations related lists appear. By default, a search field record is added to search on the Short description field.
  4. (Optional) To use a different search field, open the Short description record, select the field, and click Update.
  5. (Optional) Refer to the following topics to add a filter configuration.
    Filter configurations are defined to map fields from two different tables to provide a more targeted search result set. You can do any of the following options:
  6. (Optional) Complete the following steps to define email configurations to include knowledge search results.
    1. Click New in the Email Configurations related list.
    2. Select the email notification to attach search results.
      You can select only from the notifications that are on the same table as the table configuration record.
    3. Select the field used to restrict the search results.
      For example, if you select Opened by, the search results include only the articles that the opened-by user can access based on user criteria.
    4. Update the Limit field as desired.
    5. Click Submit.
  7. (Optional) Modify the search actions that you can perform on the search result.
    The Search Action Configurations related list contains all the available Search actions available for the selected Search context. Search actions can be modified and disabled but not deleted and new actions cannot be created. To disable a search action, open the search action and set Active to false.
    Note: This helped actions cannot be disabled.
    The Search actions that can be modified are as follows:
    • Action label: Display label that is shown on the Action button in result list.
    • Action value: Value that is logged in to the query feedback table when the action is taken.
    • Attachment type (Attach actions only): Ways to attach a Knowledge article such as to embed a link to the article (recommended) or to embed a copy of the article.
    • Show on new record (Platform Attach actions only): Allows the Attach button to be shown while creating a record instead of just appearing on an existing record. Earlier, the ITIL or admin user had to fill out required fields and save the record, then re-expand the search results before the Attach buttons were made available.
  8. Click Update to save and close the Table Configuration record.
  9. Add the search results area to the form for the associated table.
    1. Navigate to the relevant form for that table. For example, navigate to Incident > Open and open an Incident form.
    2. Configure the form and add Contextual Search Results in the location where you want to display the results. For example, you can display the search results immediately after the text field the search is based on or at the bottom of the form.
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