Service Portal not rendering the knowledge blocks created on HR knowledge (u_kb_template_hr_knowledge) table.

[dheeraaj]

Hi All,

Widget -- > myHR KB Article Page

Server Code snippet

t.text = new global.KBViewModel().getArticleContentBySysId(articleGR.getUniqueValue());

Script Include : KBViewModel   --- > overriding the KBViewModelSNC 

getArticleContentBySysId : function(articleSysId){   // OOB CODE
var gr = new GlideRecord("kb_knowledge");
var userId = gs.getUserID();
if(!articleSysId || !gr.get(articleSysId) || !gr.canRead())
return '';
this.knowledgeRecord = gr;
if(!this.tableName)
this.tableName = gr.sys_class_name + '';
if(!this.articleTemplateName)
this.articleTemplateName = this._knowledgeHelper.getArticleTemplateName(gr.sys_class_name) || '';
gs.info('article template name is:'+this.articleTemplateName);
gs.info('article content is:'+this.getArticleContent());
return this.getArticleContent();
},

However the article content is returning as empty when the article is created on  HR knowledge (u_kb_template_hr_knowledge) table and when knowledge blocks are applied to it.

But when the article is created on kb_knowledge table and when I apply the blocks to it, it is rendering correctly the KB blocks correctly.

Can anyone please help me what the issue is ?

Help is appreciated.

Regards,

Dheeraaj

[Alikutty A]

Hi Dheeraj, 

Can you tell me what are you trying to achieve here. What is your use case with blocks.

Thanks!

[dheeraaj]

Hi Ali,

Thanks for replying. Out of the box we have a functionality to create knowledge blocks on the kb_knowledge table.

Knowledge blocks are used to restrict content based on the user criteria.

For ex: 

A single knowledge article appears differently when  a user from Japan views the article and appears differently when a person from US views it. Please find the attachments. In the 1st attachment[This article was created on the HR knowledge (u_kb_template_hr_knowledge) table]., it is not displaying the knowledge block content.

Where as in the 2nd , it is showing us the content how a japan user sees it. [ This article was created on the kb_knowledge] table.

Now, I want to achieve the similar functionality on the 

HR knowledge (u_kb_template_hr_knowledge) table.

However I am unable to render Knowledge blocks using the code above on HR knowledge table.

Regards,

Dheeraaj

[Alikutty A]

Why do you have custom table, what is its purpose? Is it extended from kb_knowledge?

I have worked with blocks and its rendering is a complicated feature. There can be several impacts when you customize it this way

[dheeraaj]

Hi Ali,

I am not sure of the purpose, but yes it is extended from Knowledge table. 

Regards,

Dheeraaj