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Personal Knowledge Base Search Filters

Number of views : 40
Article Number : KB0015495
Published on : 2021-05-04
Last modified : 2021-05-04 14:43:34
Knowledge Base : ServiceNow - Public Self Help

Personal Knowledge Base filters can help fulfillers set specific parameters for which knowledge bases they'd like to include in a knowledge search. This may be particularly helpful for service desk and tier 1 fulfillers who are frequently searching both internal bases and the IT public & internal bases. Follow the instructions below to set up a personal knowledge filter.

Navigate to the Knowledge application and select Published.

Please note: Knowledge Managers and Base Owners can select All under Administration to create a filter that captures articles in all states, not just published articles.

Click on the filter icon in the top left corner -  

This will show: 

Click on the And button. From the new choose field drop down and select Knowledge Base

Under oper select is

Under value select the Knowledge Base you would like to limit your search to (i.e. UT Service Desk - Internal, etc.). Begin typing the name of the base and matching choices will appear in a popup below the box.

If you want to select more knowledge bases to include in your search, click on the OR button to the far right of the dropdowns
For example:

When you're done selecting knowledge bases to filter, click the Save button on the top left hand corner

Then click the Save button to the right of Visible to: Me

To access this saved filter in the future, navigate back to knowledge and click on this icon

Then scroll down to Filters and select the name of the filter you saved:

After clicking on the name of your filter, the filter will auto run and you can then type your keywords into the same search bar at the top of the screen. Make sure the search is set to the for text parameter for the most accurate results.

You can also save this filter as a shortcut on the left hand side of your screen! Just click and drag the filter criteria link and place it into the Navigation bar on the left-side.

Video Tutorial

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