Contextual Search

Add additional resources when you want the user to search beyond Knowledge and Service Catalog search resources. For example, add additional resources for Open Incidents, Resolved Incidents, or Similar Open Incidents.

Add multiple search fields if you want to search from a field other than the short description without using the related search box.

Contextual search is a search technology that focuses on the context of the query as well as the intent of the user in order to fetch the most relevant set of results. Contextual search displays related results within a form or record producer based on the text you enter in a field.

Several types of components are installed with the activation of the Contextual Search plugin (com.snc.contextual_search), including tables and user roles.

You can configure different components of contextual search.

Contextual search concepts help you to understand different contextual search components that are used in the documentation, configuration, and user interface. Understanding of the concepts makes it easier for you to comprehend the interconnection between the components.

The contextual search components diagram helps you to understand how contextual search concepts work together to perform a search and from which module you can configure the components.

The Contextual Search plugin (com.snc.contextual_search) is activated by default in the base system. This plugin activates related plugins if they aren't already active.

Contextual search plugin is activated in the base system.

Contextual search properties are used to control the fields that you can search from and the number of results displayed per page.

Create filter conditions using mapping that you can associate with a table configuration. The search result displays result that meets the filter conditions.

Create filter conditions using script that you can associate with a table configuration. The search result displays results that meet the filter conditions.

Edit the Cxs_popup view to specify the fields to be shown for addition resources in the preview window of a task record. The preview helps you with the summary of the record.

Define email configurations to allow the system to include search results with an email notifications.

Domain separation is supported in Contextual Search. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Use the search result display fields to provide titles, descriptions, and additional details for contextual search results.

Define filter configurations to map fields from the form to provide a more targeted search result set.

Modify or disable search actions to restrict the actions that a user can perform on a search result.

When a user clicks any of the action buttons such as This helped, Order, or Attached, the feedback information is stored in specific tables. The information helps you to understand the effectiveness of the searches. You can also create custom reports by querying these tables.

Contextual Search is installed with these roles.

If you use the contextual search REST API and don't specify which search context to use, the API uses the search context that you have set as default. The search context that you use in the API takes preference over the one marked as default.

You can decide which source to set as the default search source.

Enable agents to search for related content without having to modify the text in the Short description field.

Specify which field to add a note to when you attach a Knowledge article to a record.

Configure the properties to limit the search to a specific catalog or knowledge base. For example, if you want to limit the knowledge search to an IT knowledge base or a service catalog search to software service catalog, you can configure the properties.

Attach a Knowledge article to an incident to solve issues quickly by going through the in-depth troubleshooting steps and other detailed information in the article.

Define a record producer to trigger a search based on the text that you enter in a variable field. Search results appear at the bottom of the record producer form.

Include search results in an email notification sent to users.

Configure the options for the contextual search that a table performs.

Define where agents can search for a particular resource. You can specify that the search resources are predefined or additional resources outside the system.

Contextual search results are included in email notifications that are sent to users who create a new incident.

Run a report on usage such as how many times a knowledge article is attached to a record to know the effectiveness of the contextual search results.

Enable the search as functionality when you want the ability to view search results common to the current user and another user that you specify.

View the details of a searcher to know which search resources it searches and which search contexts use it.

Contextual search provides a way to display results that can be relevant to the issue for which you are creating an incident or requesting a service.