Table Configuration's Scripted Filter Condition Not Working

[MattDever]

I have a requirement from a customer seeking the following be solved:

• In workspace Agent Assist, only show knowledge articles for a predefined group of knowledge bases
  • Applies to Incident, Request, and Incident Management
• Apply this filter to only specified groups

After scouring through a plethora of online resources for setting up agent assist filters (i.e. using a script on a "Filter Condition" in a "Table Configuration" record), I have yet to find any that meet the requirements I current have.

Here is the code I have been using, just to get the knowledge article results, for now:

(function(current, query_table) {
    /**
     * current: A GlideRecord representing the Form or Record producer
     * query_table: The table to compare value on
     *
     * Use the standard query features of GlideRecord to add conditions to query_table.
     * Current prepresents the current values on the user's form or record producer that
     * can be used to add live conditions to the query.
     *
     * E.g. query_table.addQuery("active", current.active);
     *
     * The return value should always be the encoded query, usually query_table.getEncodeQuery()
     */

    // get the sys_ids from the value of the knowledge base sys_properties 'service_desk_agent_assist'
	var sdAgentKbs = gs.getProperty('service_desk_agent_assist');
    query_table.addActiveQuery();

    // filter for those knowledge articles that are published
	query_table.addQuery('workflow_state', 'published');

	// filter for those knowledge articles in the knowledge bases retrieved from the sys_properties record
    query_table.addQuery('kb_knowledge_base.sys_idIN' + sdAgentKbs); 	// NOTE: this script statement works as written in Scripts Background
// }

/* 
This script works in Scripts Background using the following code, but is NOT producing the same results in the "Filter Condition" of the "Table Configuration":

	var sdAgentKbs = gs.getProperty('service_desk_agent_assist');
    var query_table = new GlideRecord('kb_knowledge');
	query_table.addActiveQuery();
    query_table.addQuery('workflow_state', 'published');
    query_table.addQuery('kb_knowledge_base.sys_idIN' + sdAgentKbs);
	query_table.orderBy('kb_knowledge_base.title');
	query_table.query();

*/
return query_table.getEncodedQuery(); // Return the encoded query  

})(current, query_table);

Has anyone encountered this scenario, before, where there need to be multiple filters in place with a sys_properties record that can be altered to satisfy requirements (e.g., adding/removing knowledge base sys_ids) that may change in the future?

Yes, I have clicked through a number of URLs in other community posts related to scripted "Filter Conditions" on "Table Configurations" for agent assist.

Thank you, in advance, for any assistance you can provide.

[RaghavSh]

I believe you have used the syntax of EncodedQuery , try updating below:

query_table.addEncodedQuery('kb_knowledge_base.sys_idIN' + sdAgentKbs);

[MattDever]

Hi RaghavSh:

Thank you for your quick response and suggested correction.  I made the change you recommended and unfortunately I am still not seeing the expected results. 🙁

For example:

* Interaction's short description: "Pulse"

* Workspace Agent Assist results: 1 (from one of the filtered knowledge bases but not related to or contains "Pulse" in the article)

* Expected Agent Assist results: 5 (from 4 of the filtered knowledge bases)