knowledge Base User Criteria Based on Account's Sold Products and Custom Sub-Product Field.

[VigneshH]

We have a requirement to control Knowledge Base visibility using User Criteria based on the logged-in user’s account and the products sold to that account.

• Tables involved:
  • customer_contact → Stores user and their associated account.
  • sn_install_base_sold_product → Stores sold products for each account.
  • kb_knowledge_base → Knowledge Base table with a custom field u_kb_view (reference to sub-product table u_sub_product).

Requirement

When a user logs in:

• Identify their account from customer_contact.
• Fetch all sold products for that account from sn_install_base_sold_product.
• Compare these sold products with the sub-product (u_kb_view) defined on the Knowledge Base. 
• If there is a match, the user should have access to that KB.

Example:

• Account Temple has sold products: A, B, C, D.
• KB has u_kb_view = B.
• Any user linked to Temple should see KB articles under that KB.

---

Solution Approach

(function() {
    var answer = false;

    var currentUser = user_id; // we tried using the gs.getUserid(); as wll

    // Get user's account from customer_contact
    var gr = new GlideRecord('customer_contact');
    gr.addEncodedQuery('sys_id=' + currentUser);
    gr.query();
    var account = '';
    if (gr.next()) {
        account = gr.getValue('account');
    }
    if (!account) {
        return false;
    }

    // Get KB sub-product (example: KB with title 'Generic')
    var ga = new GlideRecord('kb_knowledge_base');
    ga.addEncodedQuery('title=Generic'); // Replace with dynamic KB context if needed
    ga.query();
    var kbSubProduct = '';
    while (ga.next()) {
        kbSubProduct = ga.getDisplayValue('u_kb_view');
    }
    if (!kbSubProduct) {
        return false;
    }

    // Check sold products for this account
    var soldProductGR = new GlideRecord('sn_install_base_sold_product');
    soldProductGR.addQuery('account', account);
    soldProductGR.query();

    while (soldProductGR.next()) {
        if (soldProductGR.name.toString() == kbSubProduct.toString()) {
            answer = true;
         
        }
    }

    return answer;
})();