Configure search resources for an interaction in Service Operations Workspace for ITSM

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • You can configure additional search resources for an interaction to assist agents with quick resolution of the interaction.

    Vorbereitungen

    Role required: itil or interaction_agent

    Prozedur

    1. Navigate to All > Contextual Search > Search Contexts > Interaction (SOW).
    2. Edit the Search Context Interaction (SOW) record.
      1. Search for a resource or combination of resources in the Searcher field and select the search resource that you want to add.
      2. Update the Searcher text field with the name that you want to give to the search resource.
      3. Save or update the record.
      The newly added search resource is available to be selected from the search resource filter in the Agent Assist window.