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Search Suggestions

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Search Suggestions

When doing searches on the Service Portal or Now Mobile, Search Suggestions provides suggestions to help users find what they're looking for.

When you enable Search Suggestions, suggestions appear automatically when users enter text into search fields in the Service Portal or Now Mobile.
Figure 1. Automatic search suggestions
Search suggestions

If there are any matching suggestions from the user’s own previous searches, those suggestions appear first, with a clock icon. The remaining suggestions are those suggestions coming from the searches of other users.

In the Service Portal, you can use Search Suggestions or type-ahead functionality, but not both at the same time. In Now Mobile, only Search Suggestions are available. By default, new ServiceNow instances use Search Suggestions in the Service Portal. Upgraded instances use whatever was previously enabled. You can easily enable Search Suggestions on upgraded instances. To learn more, see Enable and disable Search Suggestions.

Search suggestions obey the following rules:
  • Search suggestions are search source-specific. For example, if you use the search feature within the Service Catalog homepage in the Service Portal, you only receive suggestions generated from users who were also searching within the Service Catalog.
  • Search suggestions are interface-specific. For example, if you use the search feature in the Service Portal, you only receive suggestions generated from search queries in the Service Portal, not, for example, from Now Mobile. Each unique Service Portal has its own suggestions, and they are not shared with other portals.
  • Search suggestions are in the same language as the current user’s language.
  • Search suggestions for external users are not shared with internal users, and visa versa.
  • Search Suggestions does not support domain separation.

If not already installed, activate the plugin to use Search Suggestions. For information, see Request a plugin and Activate a plugin.