Idea ID: 1665328

Define order/priority for knowlegdebases when displaying results from smart search

Status : Declined
over 2 years ago

When users use smart search to look for knowledge documents or information from any existent knowledgebase in the system, administrators want the ability to define what knowledgebases they want to be displayed first in the list of results instead of the current logic defined by IDOL. For example, if the search results includes data from 3 knowledgebases like knowledge, interactions and incidents, IDOL logic will define the logic but administrators want to show first all knowledge articles, then incident data and finally interactions. That ability is what administrators are looking to be able to define

  • Thank you for your idea. At this time, your idea hasn’t received enough community support and doesn’t align with our priorities so we are closing this idea. But we may review this again in the future. Thank you for your support and continue posting & voting on ideas to help make our products better.
  • I would also like to see an extra weighting to Knowledge Articles, although not really than having all the KM articles before the other Ticket types.

    Because a fixed ranking seem counter-intuitive if the text matches another Ticket type much better... and how many would you want to show?

    However, I like the extra control so you can promote or demote certain modules.



  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team