Symptoms

When performing a contextual search in the standard "Create Incident" record producer the suggestions list includes both Knowledge Articles and Catalog items and the ordering appears to be random.

Release

All

Cause

The Search Context "Incident Deflection" is reconfigured to use the standard search "Knowledge and catalog". This is why the contextual search results list includes both Knowledge Articles and Catalog Items.

 

• The search resources are defined so knowledge is searched before the catalog.
• Because of the setting Interleave Results = true the results of the searches are combined.
• The records are sorted based on the calculated relevancy scores of each item.
• This is why the contextual search results appear to be in "random" order.

Resolution

Setting the property Interleave Results = false will present the search results in order of relevancy but grouped by search resource eg. knowledge articles appearing first and then catalog items.