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.
To configure Solution Search
Properties:
- 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 window, 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 opens.
- 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: Select
Add and then select
Known Error and
Description from the
Select Fields list.
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: Select
Add and then select
Incident ID,
Customer Display Name,
Call Source, and
Description from the
Select Fields list.
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: Select
Add and then select
Knowledge Article ID,
Category, and
Body Text from the
Select Fields list..
Select Actions Available to Users: Select
all of the check boxes on the
General tab.
- Select
OK to save your changes to the
Solution Search Properties.
- Enable
Visibility
in the
Related Items pane to enable tab visibility for
Solution Search.
Note: 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.