Service Portal Search should split knowledge and catalog items

[bsk]

Q1)Service Portal Search selection should group   knowledge articles and catalog items separate it displays all together now.Is there any way to group them in typeahead search PFA.

Q2) Can any suggest me on how to label Knowledge Article on header and show list of articles below that and similar to label service catalog and catalog list below that .Rather then displaying knowledge article and service catalog for each entry.

[chirag_bagdai]

Hi Santosh,

I was just exploring this change and I found few places where you can modify and get exact same result but I am not sure about the best way to do this, so do it at your risk

Steps:

1.   Open your custom service portal.

2.   Goto Search Sources and open Service Catalog & Knowledge Base records

3. In Service Catalog record, add <strong>Service Catalog: </strong> in Typeahead form section.

4. Now open Knowledge Base   - Search Source record and add article.kb_title = "Knowledge Base: "; at line number 23 ( as described in below screenshot)

5. Open "sp-typeahead.html" Angular Template and add "<strong ng-if="match.model.kb_title">{{match.model.kb_title}}</strong>"

URL : https://instance_name.service-now.com/sp_ng_template_list.do?sysparm_query=id%3Dsp-typeahead.html

That's it and the result :

Note: Please test in your personal dev. instance before implementing.

[bsk · Accepted solution]

Thanks for your response i found solution by making some script changes and it worked

[nayeem2]

Hi Santosh,

can you please provide steps how you have done? it would be helpful to me

Thanks

nayeem

[bsk]

(function() {

var order = 0;// ordering articles and catalog

data.searchType = $sp.getParameter("t");

data.results = [];

      data.searchMsg = gs.getMessage("Search");

data.limit = options.limit || 15;

var textQuery = '123TEXTQUERY321';

if (!input)

return;

data.q = input.q;

getKnowledge();

if (gs.isLoggedIn())

getCatalogItems();

data.sqandaEnabled = gs.getProperty('glide.sp.socialqa.enabled', false) === 'true';

if (data.sqandaEnabled)

getQuestions();

// add in additional search tables from sp_search_groups

var portalGR = $sp.getPortalRecord();

var portalID = portalGR.getDisplayValue('sys_id');

var sg = GlideRecord('sp_search_group');

sg.addQuery('sp_portal',portalID);

sg.addQuery('active',true);

sg.orderBy('order');

sg.query();

while (sg.next())

addSearchTable(sg);

// typeahead search generates multiple "Your text query contained only

// common words..." msgs, we don't want them

gs.flushMessages();

function addSearchTable(sg) {

var table = sg.getValue('name');

var condition = sg.getValue('condition');

var gr = GlideRecord(table);

if (condition)

gr.addEncodedQuery(condition);

gr.addQuery(textQuery, data.q);

gr.query();

var searchTableCount = 10; // serach count

var header = {};     // begin header label for catalog and article

header.type="header";

header.label = "<h4>"+sg.tables.getDisplayValue()+"</h4>";

header.score = 0;

header.order=order;

header.text= sg.tables.getDisplayValue();

data.results.push(header);

order++;     // end

while (gr.next() && searchTableCount < data.limit) {

var rec = {};

rec.type = "rec";

rec.table = table;

rec.sys_id = gr.getDisplayValue('sys_id');

rec.page = sg.getDisplayValue('sp_page');

if (!rec.page)

rec.page = "form";

rec.label =     "<b>"+table+"</b> "+gr.getDisplayValue(); // displaying label

rec.score = parseInt(gr.ir_query_score.getDisplayValue());

rec.order=order;   // order begin

data.results.push(rec);

searchTableCount++;

order++;   // order   end

}

}

function getKnowledge() {

var kb = new GlideRecord('kb_knowledge');

kb.addQuery('workflow_state', 'published');

kb.addQuery('valid_to', '>=', (new GlideDate()).getLocalDate().getValue());

kb.addQuery(textQuery, data.q);

kb.addQuery('kb_knowledge_base', $sp.getDisplayValue('kb_knowledge_base'));

kb.query();

var kbCount = 10;   // count list

var header = {};                               // begin header label for   article                    

header.type="header";

header.label =   "<h4>Knowledge Article</h4>";

header.score = 10;

header.order=order;

header.text= "Knowledge Article";

data.results.push(header);

order++;                                   //order end

while (kb.next() && kbCount < data.limit) {

if (!$sp.canReadRecord(kb))

continue;

var article = {};

article.type = "kb";

$sp.getRecordDisplayValues(article, kb, 'sys_id,number,short_description,description,picture,published,text');

if (!article.text)

article.text = "";

article.text = $sp.stripHTML(article.text);

article.text = article.text.substring(0,200);

article.score = parseInt(kb.ir_query_score.getDisplayValue());

article.label = "<b>Knowledge Article</b> " +article.short_description; // highlight KB in bold fornt of KB article

article.order=order;     // order begin

data.results.push(article);

kbCount++;

order++; // order ends

}

}

function getCatalogItems() {

var sc = new GlideRecord('sc_cat_item');

sc.addQuery(textQuery, data.q);

sc.addQuery('active',true);

sc.addQuery('no_search', '!=', true);

sc.addQuery('visible_standalone', true);

sc.addQuery('sys_class_name', 'NOT IN', 'sc_cat_item_wizard');

sc.addQuery('sc_catalogs', $sp.getValue('sc_catalog'));

sc.query();

var catCount = 10;// limit the search to 5

      var header = {};             // begin of header and label for catalog

header.type="header";

header.label = "<h4>Service Catalog</h4>";

header.score = 10;

header.order=order;

header.text= "Service Catalog";

data.results.push(header);

order++;

while (sc.next() && catCount < data.limit) {

if (!$sp.canReadRecord(sc))

continue;

var item = {};

if (sc.getRecordClassName() == "sc_cat_item_guide")

item.type = "sc_guide";

else if (sc.getRecordClassName() == "sc_cat_item_content") {

var gr = new GlideRecord('sc_cat_item_content');

gr.get(sc.getUniqueValue());

$sp.getRecordValues(item, gr, 'url,content_type,kb_article');

item.type = "sc_content";

}

else

item.type = "sc";

$sp.getRecordDisplayValues(item, sc, 'name,short_description,description,picture,price,sys_id');

item.score = parseInt(sc.ir_query_score.getDisplayValue());

item.order=order;     //order begin

item.label = item.name;// highlight SC in bold infront of catlog name ("Service Catalog "+)

data.results.push(item);

catCount++;

order++;   // order ends

}

}

function getQuestions() {

var questionGR = new GlideRecord("kb_social_qa_question");

questionGR.addActiveQuery();

questionGR.addQuery(textQuery, data.q);

questionGR.query();

var qCount = 0;

var header = {};     // begin of header for questions

header.type="header";

header.label = "<h4>Questions</h4>";

header.score = 0;

header.order=order;

header.text= "Questions";

data.results.push(header);

order++;

while (questionGR.next() && qCount < data.limit) {

if(!$sp.canReadRecord(questionGR))

continue;

var question = {};

question.type = "qa";

$sp.getRecordDisplayValues(question, questionGR, 'question,question_details,sys_created_on,sys_id');

question.text = (question.question_details) ? $sp.stripHTML(question.question_details) : "";

question.text = question.text.substring(0,200);

question.label = "<b>Question</b> "+question.question;

question.score = 0;

question.order=order;     //order begin

data.results.push(question);

qCount++;

order++;       // order ends

}

}

})();

[nayeem2]

Thank you so much....