Use Solution Search

Technicians use the Related Item Navigation Solution Search tab in the CSM Browser Client to run a search for an existing solution to an issue without leaving the current record.

  1. In CSM Browser Client, open an existing record.
  2. Select the Solution Search tab in the Related Items pane. If you do not see this tab or you see a message within the tab to contact your system administrator, it has not yet been configured for use. The Internal tab only displays internal Knowledge Sources and search results. (Additional tabs coming soon.)
  3. By default, none of the Sources check boxes (examples: Known Errors, Open Incidents, Knowledge Articles) are selected and all matching sources display in the search results. The Sources available will vary depending on how they were configured to display by your Administrator.
    To filter the search results, select one or more Sources check boxes. The search results filter to display only your selection(s).
  4. Type your search term(s) in the Search field.
    When typing in the Search field, the most recent searches that have been run against the current record will display in a list below the field, with the most recent searches at the top of the list. This allows a Technician to easily see or select terms that have already been searched for the current record.
  5. Select the Search button to run your search. When you execute a search, a Journal entry is logged in the Activity pane.
    The Search Results display matching Knowledge Sources sorted by relevancy.
  6. Select a search result link or select an option in the vertical ellipses Action Menu to the right of the link. The Search Results display is limited to three rows maximum.

    To see any additional fields configured for view, click the link for the search result. All of the fields configured for view will display.

    To perform an Action, select an option in the vertical ellipses Action Menu to the right of the link. If no Actions were configured for the Knowledge Source, this menu will not appear.

    Knowledge Articles Search Result

    Depending on your specific configuration, any of the following Actions may be available in the vertical ellipses Action Menu.

    Action Description
    Open in New Tab Select this action to open the Knowledge Source in a new tab in the browser.
    Copy Link Select this action to copy the link to the Knowledge Source to the clipboard.
    Save Result / Remove Saved Result Select Save Result to save the Knowledge Source to the Saved tab. A Journal record is created stating that the Knowledge Source was saved.

    Select Remove Saved Result to remove the Knowledge Source from the Saved tab. A Journal record is created stating that the Knowledge Source was removed from saved.