Define Business Object Knowledge Search Options

Use Knowledge Mapping to determine what Knowledge Sources can be searched during a Knowledge Search from a specific Business Object.

Good to know:

  • Users must define Knowledge Sources using the Knowledge Source Manager before adding them to the Knowledge Source list.
  • Select a Knowledge Source and click Remove to remove it from the list. Select a Knowledge Source and click the Up/Down buttonsArrow Up BlackArrow Down Black to organize the items in the list.

To define Business Object Knowledge Sources:

  1. Open the Knowledge Mapping window.
  2. From the Search From drop-down, select the Business Object for which you want to define the Knowledge Sources.
  3. Define Fields Pulled for Categories options:
    1. Categories: Select the field that should be included in the search (example: If you select Service, Category, and Subcategory fields for an Incident record, the search will look in these fields for matching items). The way the category values are used depends on the type and definition of the Knowledge Source.
    2. Source Field for Text Search: Select the field from which the text will be pulled, by default, to initiate a search. Typically, this is a description field.
  4. Add Knowledge Sources that you want available for the Business Object Search:
    1. Click the Add button.

      The Knowledge Source Manager opens.

    2. Click a Knowledge Source.

    3. Select OK.

      The Knowledge Source displays in the Knowledge Sources list.

  5. In the Open <Business Objects> Solution Goes Into section, define where found solutions should be placed.
    • Field: The data from the solution is placed in this field within the target Business Object.
    • Journal entry: A new Journal entry is created on the target Business Object and the data from the solution is used as the Journal text.
    • Attachment: The <Business Object> solution is added as an Attachment to the target Business Object and appears on the Attachment Bar.
    • Relationship: The <Business Object> solution is added to an existing relationship on the target Business Object (example: There is typically relationship between Incident and Problem, so if a Problem is found, it will be added to the selected field in the related Business Object.)

  6. Select OK.