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Search Widget

The Search widget gives Employee Portal users a single search box for finding services, FAQs, service request catalog items, known issues, their own requests, and knowledge articles that they are allowed to access.

Overview

The Search widget is designed for Employee Portal homepages and service pages where users need a quick way to find the right support content. The widget can search across several Service Manager content types and displays results in an autocomplete panel below the search box.

Purpose Help users find relevant services, request forms, known issues, FAQs, knowledge articles, and their own requests.

Access-aware results Search results are limited to content the session user can access through service subscriptions and portal visibility.

Configurable presentation Administrators can set the title, description, placeholder text, service domain filter, and result types.

Customer summary: Add this widget when users need a central place to search for service information and self-service actions from the Employee Portal.

What users can find

The widget can return multiple result types. Administrators can leave all types available or restrict the widget to selected types.

Result type What it helps users find Typical use
Services Services the user is subscribed to or allowed to access. Help users navigate to the right service area.
FAQs Published FAQs linked to accessible services. Answer common questions without raising a request.
Service Requests Catalog items and request forms available to the user. Help users start the correct request process.
Known Issues Published requests or known issues visible to the user. Show existing issues before the user raises a new request.
My Requests The signed-in user’s own requests that match the search. Help users find an existing request quickly.
Articles Published knowledge base articles visible in Employee Portal. Help users find knowledge content and guidance.

Visibility: The widget does not show all records in the system. Results depend on portal visibility, service subscriptions, configured return types, and the user session.

User experience

Search Widget

Search input Users type into a search field. Results are shown after the user enters more than one character.

Autocomplete panel Results appear in a panel below the search input. The panel groups results by type when more than one type is searched.

Type filters Users can switch between All, Service, FAQ, Service Request, Known Issues, My Requests, and Articles when those types are enabled.

Result counts The panel shows result counts by category or a total count depending on the selected filter.

More results When more results are available for the selected type, users can load additional results.

Keyboard support Users can navigate the suggestion list using the keyboard and use Enter to select the active result.

Example layout

How can we help? Search for services, help articles, known issues, or request forms.

Search for laptop support 🔍

Filters: All | Service | FAQ | Service Request | Known Issues | My Requests | Articles

  • Laptop Support — Service result for hardware and device support.
  • Request a replacement laptop — Service Request result that opens a request form.
  • Known issue with laptop VPN connection — Known Issue result with a Me Too action.

Administrator configuration

Administrators can configure how the Search widget behaves on a portal page. These options affect what the widget searches and how the search box is presented.

Configuration option What it does Recommended use
Filter by Service Domain Restricts searchable content to a selected service domain. Use when the portal page is focused on a specific business area, such as HR or IT.
Filter by Types Lets administrators choose which result types are searchable. Use when a page should only search specific content, such as knowledge articles and FAQs.
Title Adds a heading above the search box. Use a short question or phrase, such as How can we help?
Placeholder Sets the placeholder text inside the search input. Use text that tells the user what they can search for.
Description Adds supporting text below or near the search area. Use for guidance, examples, or page-specific instructions.
Text Centered Centers the title and description. Use on homepage hero-style layouts where the search box is the main focus.

Filter by Types

When enabled, administrators can choose from these result types:

Type Description
Service Search services that are available to the user.
FAQ Search published FAQs visible to the user.
Service Request Search catalog items that can be used to raise requests.
Known Issues Search published issues that users can view and mark as affecting them.
My Requests Search requests belonging to the signed-in user.
Articles Search Employee Portal knowledge articles.

Recommendation: Keep the search scope focused. A homepage search can include all result types, while a service-specific page is usually easier to use when restricted to the most relevant types.

Known Issues and Me Too

Known Issue results can include a Me Too action. When a user selects this action, the user is added as an impacted connection to the published issue. If the user clears the action, the impacted connection is removed.

Why it helps users Users can confirm they are affected by an existing issue without creating a duplicate request.

Why it helps support teams Support teams can see how many users are affected by a known issue and can use that context when prioritizing work.

Responsive layout

The widget adjusts to the portal page layout and screen size.

  • On wide layouts, the search input can be centered and displayed with a wider presentation.
  • On smaller layouts, the input expands to the available width so users can search without horizontal scrolling.
  • The results panel is repositioned when the page layout changes or the browser is resized.
  • The autocomplete panel keeps the results scrollable when there are many matches.

Localization and customization strings

The following keys are available for the widget configuration and search result interface.

Configuration strings

Key Default value
user.view.catalog-widgets.services.filter-service-domain Filter by Service Domain
user.view.catalog-widgets.services.service-domain Service Domain
user.view.catalog.widgets-config.services.filter-return-types Filter by Types
user.view.catalog.widgets-config.services.return-types-service Service
user.view.catalog.widgets-config.services.return-types-faq FAQ
user.view.catalog.widgets-config.services.return-types-servicerequest Service Request
user.view.catalog.widgets-config.services.return-types-knownissues Known Issues
employeePortal.page.widget.search.requests My Requests
user.view.catalog.widgets-config.services.return-types-articles Articles
user.view.catalog-widgets.search.title Title
user.view.catalog-widgets.search.placeholder Placeholder
user.view.catalog-widgets.search.description Description
user.view.catalog-widgets.search.text-centered Text Centered

Search interface strings

Key Default value
employeePortal.page.widget.search.all All
employeePortal.page.widget.search.service Service
employeePortal.page.widget.search.faq FAQ
employeePortal.page.widget.search.service-request Service Request
employeePortal.page.widget.search.known-issues Known Issues
employeePortal.page.widget.search.requests My Requests
employeePortal.page.widget.search.knowledge Articles
employeePortal.page.widget.search.load-more More Results…
employeePortal.page.widget.search.me-too Me Too
employeePortal.page.widget.search.result Result
employeePortal.page.widget.search.results Results
employeePortal.page.widget.search.more More…
employeePortal.page.widget.search.less Less
employeePortal.page.widget.search.no-results No results found
employeePortal.page.widget.search.total Total
employeePortal.page.widget.search.answer Answer
employeePortal.page.widget.search.workaround Workaround

Customer notes

Question Answer
Why do I not see every service or request form? The widget only returns content that is visible to the user and available through their service subscriptions or portal visibility rules.
What happens if no result types are selected? When type filtering is not configured, the widget searches all supported types. When type filtering is enabled, selected types control the search scope.
Why does search not run after one character? The autocomplete search begins after more than one character to reduce unnecessary queries and improve result quality.
What does Me Too do? It marks the user as impacted by a known issue. Selecting it again can remove that impacted connection.
Can the widget text be tailored? Yes. Administrators can configure the title, placeholder, description, and text alignment for each widget instance.
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