Configure Solution Search Properties

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.

1. Within the Blueprint (created in the first task in this workflow), select the Business Object (example: Incident).
2. In the [Business Object] Tasks section, select Edit Form Arrangement.
3. 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.
4. When the Related Items pane displays, select the Solution Search Properties button.
   The Solution Search Properties window appears.
5. 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 on the Internal Sources tab.

     Display Fields for Source: Add Known Error and Description on the Internal Sources tab.

     Note: 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 on the General tab.

   • Example Configuration for Open Incidents:

     Knowledge Source: Select Open Incidents on the Internal Sources tab.

     Display Fields for Source: Add Incident ID, Customer Display Name, Call Source, and Description on the Internal Sources tab.

     Includes Label: Select Incident ID and select this check box. Select Customer Display Name and select this check box on the Internal Sources tab.

     Select Actions Available to Users: Select all of the check boxes on the General tab.

   • Example Configuration for Knowledge Articles:

     Knowledge Source: Select Knowledge Articles on the Internal Sources tab.

     Display Fields for Source: Add Knowledge Article ID, Category, and Body Text on the Internal Sources tab.

     Select Actions Available to Users: Select all of the check boxes on the General tab.

6. Select OK to save your changes to the Solution Search Properties.
7. Enable tab visibility for Solution Search.
   Note: If tab visibility is disabled , 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.
8. Select Save to save your changes to the Form Arrangement.