Background searching while you are working

If you are an analyst working on a busy service desk, you may not have the time to search the knowledge database while you are dealing with your customers. However, you can get the required information as you are working by a process called background searching.

To use background searching:
  1. Enter the text in the appropriate field as usual, then move your cursor to a different field.
    A background search starts and the results are shown on popup at the bottom of the page in Web Desk, or on the status bar of the console.
  2. Click the link in the popup or status bar.
    The results appear on a new browser tab in Web Desk or a new tab below the window in console.

To find out what triggers a search on your system, contact your system supervisor. For information about configuring background searching, see Configuring background searching.