Getting Started

Installation

First, install OneSearch on your ServiceNow instance via the System Applications application in your left nav. Visit YDS OneSearch in your left nav and peruse the available modules. Be sure to enable annotations in your instance by clicking the ‘…’ icon in the top-right of any form. Every OneSearch form includes documentation to help you along. In particular, you will find useful information in the Docs & Settings module and the Searchers and Sections forms.

Finally, visit YDS OneSearch->Test Page to try out OneSearch against your KB and Service Catalog in Service Portal. It’s as easy as that! When you’re ready to try out OneSearch on a form, simply visit your Incident form, right-click the header, select Personalize Form and add the YDS OneSearch formatter beneath. Save, and you’re all set!

Roles

• x_yala_yds_search_user: Necessary to view application & access some components, such as test pages, search logs, etc

• x_yala_yds_search_admin: Necessary to configure OneSearch

Usage

The best way to get to know OneSearch is to use it, so we encourage you to get hands on. Here are a few basics to get you started.

• Searchers in OneSearch are the parent item that you can expose on your forms, pages, workspaces, etc. Searchers contain everything else.

• Within each Searcher can be one or more Sections, each having its own tab in the interface. Generally, each Section correlates to a search source, such as your KB, Service Catalog, or an external database.

• Within each Section, you can add Filterable Fields or Order-by Fields. These provided filtering and ordering capabilities that users may use to home in on the results they need.

• Within each Section, you can also add Actions. Actions are like superpowers for your technicians, enabling them to complete multi-step client-side & server-side activities with a single click. Examples are attaching a KB article to a ticket and notifying the end user, associating an Incident to a parent Problem, or even kicking off a Flow.

• The look and feel of your Searchers can be customized by selecting or building custom Skins.

• The Analytics module is a great place to see the work OneSearch is doing in your environment. You can dig deeper into Search Logs to understand exactly what your users are doing and continually improve your content and search capabilities.