Administrators use this task to configure
Solution Search Properties in a Blueprint in
CSM Administrator
for
Related Item
Navigation
for each applicable Business Object (example: Incident, Knowledge Article,
etc.). The recommended best practice is to configure Solution Search Properties
within the same Blueprint used to configure related Knowledge Sources and
Knowledge Mapping.
- Within the Blueprint (created in the first task in this workflow),
select the
Business Object (example: Incident).
- In the
[Business Object] Tasks section, select
Edit Form Arrangement.
- If the
Related Items pane does not display to the right
of the Form Arrangement, enable it by following these steps:
Configure
Related Item
Navigation.
- When the
Related Items pane displays, select the
Solution Search Properties
button.
The
Solution Search Properties window appears.
- Configure the display and action properties for the
Solution Search tab. For specific information
about each property, see
Solution Search Properties.
- Example Configuration for Known Issues:
Knowledge Source: Select
Known Errors.
Display Fields for Source: Add
Known Error and
Description.
When configuring
Internal Solution Search Properties, only the
Internal Knowledge Sources will appear in the drop-down list (example: Known
Errors, Knowledge Articles, Open Incidents).
Select Actions Available to Users: Select
all of the check boxes.
![](images/rin_example_solution_search_config_known_issues.png)
- Example Configuration for Open Incidents:
Knowledge Source: Select
Open Incidents.
Display Fields for Source: Add
Incident ID,
Customer Display Name,
Call Source, and
Description.
Includes Label: Select
Incident ID and select this check box.
Select
Customer Display Name and select this
check box.
Select Actions Available to Users: Select
all of the check boxes.
![](images/rin_example_solution_search_config_open_incidents.png)
- Example Configuration for Knowledge Articles:
Knowledge Source: Select
Knowledge Articles.
Display Fields for Source: Add
Knowledge Article ID,
Category, and
Body Text.
Select Actions Available to Users: Select
all of the check boxes.
![](images/rin_example_solution_search_config_knowledge_article.png)
- Select
OK to save your changes to the
Solution Search Properties.
- Enable tab visibility
for Solution
Search.
If tab visibility is disabled
![](images/rin_tab_visibility_disabled.png)
, the
Solution Search tab will not display to the
user for that Business Object form. If tab visibility is enabled but not
configured, a message will display for the user to contact the system
administrator.
- Select
Save to save your changes to the Form
Arrangement.