Search using Knowledge Management v3

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Search using Knowledge Management v3

    ServiceNow's Knowledge Management v3 allows users to efficiently search for knowledge articles and questions from the knowledge homepage using a search bar. Search results are tailored to display only content the user is authorized to access, though the displayed count may not reflect all security restrictions. Additionally, documents attached to articles are included in results with configurable display options.

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    Key Features

    • Search Scope: Users can search across all accessible knowledge bases or select specific ones via filters or the search bar.
    • Attachments Display: Attachments in search results can be shown as text snippets, links only, or hidden, configurable via the glide.knowman.search.attachment property. Note that displaying text snippets may impact performance.
    • Wildcard Searches: Enable wildcards by navigating to Contextual Search settings and selecting "Enable wildcard searches" for more flexible querying.
    • Sorting Options: Results can be sorted by relevancy, most recent update, or number of views to quickly find the most pertinent content.
    • Filtering Capabilities: Filters include Knowledge Bases, Categories (alphabetically listed), Authors, and Language to refine results based on user needs.
    • Multi-Language Support: When multiple languages are enabled via the I18N: Knowledge Management Internationalization Plugin v2 or other language-specific plugins, users can search across languages. To display results in all languages simultaneously, enable the glide.knowman.enablemultilanguagesearch property.

    Important Notes for ServiceNow Customers

    • Due to security rules, the actual number of accessible articles may be fewer than the total count shown in search results.
    • The Knowledge Management v3 homepage is being deprecated starting with the Washington DC release and replaced by the Knowledge Management Service Portal, which is active by default from the Madrid release onward.

    Search for knowledge articles from the knowledge homepage using the search bar on the Knowledge Management v3 homepage.

    Search results include only articles and questions you are authorized to read. The search results count do not take into consideration any security rules set for the articles. The number of articles you can access may be lower than the count displayed in the search results page. Documents that are attached to articles are also listed in the search results.
    Note:
    • To change how the attachments are displayed in the search results, set the How to display attachments in Knowledge Search Results glide.knowman.search.attachment property. Attachments can be displayed with a text snippet, link only, or not at all.
      Warning:
      Attachments set to display with a text snippet may cause slowness.
    • To use wildcards in your search, navigate to Contextual Search > Search Contexts > Knowledge Base Search and select Enable wildcard searches.

    Sort knowledge content by relevancy, most recent update, or number of views.

    Filter results using the check boxes that appear. Filtering options appear depending on the search text.

    Table 1. Filtering options
    Field Description
    Knowledge Bases Select a knowledge base to search. You can select only knowledge bases you can access. If you do not select a specific knowledge base, search results include articles and questions from all knowledge bases that you can access. You can also select a knowledge base from the choice list in the search bar.

    For pinned articles, only those in the selected knowledge base in the corresponding language appear.
    Categories Select one or more knowledge categories. Categories are listed alphabetically.
    Authors Select one or more authors.
    Language
    The multi-language search feature is available when more than one supported language is enabled.
    1. To enable multi-languages, activate the I18N: Knowledge Management Internationalization Plugin v2 plugin (com.glideapp.knowledge.i18n2) or activate one of the internationalization plugins for the language you require.
      Note:
      Activating internationalization plugins for any of the available languages automatically activates the I18N: Knowledge Management Internationalization Plugin v2 plugin.
    2. To display search results in all available languages simultaneously, enable the glide.knowman.enable_multi_language_search property.
      1. Navigate to Knowledge > Administration > Properties > Knowledge Search Properties > Enable multi language search and select the Yes check box.
      2. Enter sys_properties.listin the filter navigator, search for the property to configure, and in the Value field, enter true.
      Note:
      By default, the glide.knowman.enable_multi_language_search property is not enabled. Search results are displayed based on the language you select in the language filter on the Search page.
    Note:

    Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in a future release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers beginning with the Madrid release. For more information about the new experience, see Knowledge Management Service Portal homepage features.