Search Box

The Search Box in a Service Portal enhances user experience by enabling quick access to relevant information, allowing efficient navigation without manual browsing. It improves efficiency, enhances self-service capabilities, and reduces dependency on support teams.

In the General Widgets of the Service Portal, Incident Rule Templates and Service Catalogs are added in the Search Box properties

User Persona: Application Designer

Let us explore the following Use Case for designing the Search Box widget!

Configure Search Box in General Widgets

The Search Box in General Widgets helps users quickly find relevant information, improving navigation and efficiency. Configuring it ensures seamless access to records, enhancing the overall user experience.

1. Navigate to Design Portal > Widgets > General Widget > Search Box.

   The Service Portal Details page is displayed.

   

   Figure: Search Box

2. Drag and drop the Search Box widget on the Layout.

3. Hover the mouse on the Search Box widget, click Settings icon to configure the Search Box widget.

   The configuration window appears with the following tabs:

• Properties

• Search Results

• Appearance

Properties

The Properties tab allows you to configure the basic settings of the Search Box widget.

Watermark: The Watermark field defines the placeholder text that appears inside the Search Box before the user types query. Users are able to customize this text to guide users, such as Search for Service Requests, Incidents, Incident Rule templates, or Knowledge articles.

These settings help improve user experience by providing clear guidance on how to use the search box.

Navigate to Properties tab and enter the description for the Watermark.

Figure: Properties tab

Search Results for Incident Rule Templates and Service Catalogs

Search Results tab allows Administrator to define how search queries are processed and displayed. This section enables configuration of data sources, filtering, and display settings to ensure users receive relevant search results.

This section provides options to configure the Data Source, Scope, and Search Display settings.

To configure the Search Results section, perform the following steps:

1. Navigate to Search Results tab.

2. Click the edit icon on the General tab.

   

   Figure: General tab

3. A new popup window Edit Tab appears.

   Enter a name in the Tab Name field. Upload an icon in the Icon Upload field.

   

   Figure: Edit Tab

4. Click Update to update the Tab name.

5. Click + icon to Add multiple tabs for different search results.

   

   Figure: Add

6. Select the check box of Include All Tab to include additional tabs if needed.  

   

   Figure: Include All Tab

7. Enter all mandatory fields in the Data Source section.

   

   Figure: Data Source

   The following table lists the fields available in the Properties section and their descriptions.

   Field Description

   General
   Data Source
   Source*	Select the type of Data Source from the dropdown list. By default, Internal is selected in the Source. Types of Data Sources available are: Internal External
   Application*	Select the Application to fetch data. By default, Service Management is selected in the Application dropdown list. Applications listed are: Asset Management Discovery HR Service Management Service Automation Service Management
   Module*	Select the Module name from the dropdown from where the data has to be fetched. This list includes all modules available within the selected application. Modules available are: Call Incident Service Request Knowledge Change Problem Release Workorder CMDB
   Table*	Select the Table that contains all source tables (Database Tables) for the selected Module. Forms available are: Admin Form Transaction Form Templates Catalogs Note For the Incident Management Rule Template, select Incident as Module and then select Templates from the dropdown list. Based on the table selection, the search column options are displayed. For the Service Catalog, select Service Request as Module and then select Catalogs from the dropdown list. Based on the table selection, the search column options are displayed.
   Search Column*	The Seach Column displays the columns from where the search is performed. It is a multi-select column. Note When the user searches for the columns, only the Search Columns selected for the chosen Table must be displayed. For the Incident Rule Template, the corresponding columns for the Template are displayed. For the Service Catalog, the corresponding columns for the Catalog are displayed. Tags and Description columns are available.

8. Navigate to Scope section, Click Add Filter Set to configure the condition.

   

   Figure: Scope

   The following fields lists the fields available in the Scope section and their descriptions.

   Field Description

   Scope
   Field	Select a record from the dropdown menu. The available options depend on the table selected in the General Details tab.
   Operator	Choose an Operator that defines the condition for the value. The available operators vary based on the selected field type, such as text or numeric.
   Value	Enter or select the required value.

9. Navigate to Search Display section and enter all the mandatory fields.

   

   Figure: Search Display

   The following fields lists the fields available in the Search Display section and their descriptions.

   Field Description

   Search Display
   Display Columns*	Choose the Display Columns to display. When searching for a specific record, users are able to configure which columns appear in the search results.
   Form*	In the Data Source, if the Table is set to All Catalogs, the Form field is automatically populated, with the Sub-Form option auto selected. For other tables, select a Form based on the chosen table. The Form dropdown generates forms based on the selected persona. Note: If Administrator is selected as the persona in the General step, all corresponding forms are displayed. If Analyst is selected, only the forms relevant to the Analyst are shown. If End User is selected, only the forms applicable to the End User are displayed.
   Open Mode*	Defines how search results Open (For example, Self-Window or a New Tab)
   Max Search Results	Displays the Maximum number of Search Results

10. Click Save.

Appearance

The Appearance tab enables users to customize the visual layout, colors, fonts, and UI elements to enhance usability in the Search Box. It helps in maintaining consistency, improving readability, and ensuring a user-friendly interface.

Figure: Appearance

The following table provides a list of available fields and their descriptions in the Appearance tab.

4. Once you configure the necessary properties, click Save to apply the changes or Cancel to discard them.