Knowledge articles aren't visible in Now/Agent Mobile App

[Nikita35]

hello

I have requirement to access knowledge articles/ knowledge bases on mobile app.

Currently we have configured Now mobile as well as Agent Mobile App.

but when I enter something in the search, I am not able to see kb article results.

also Information tab shows up to be blank.

What additional configuration needs to be done to display the kb articles and knowledge bases here?

Regards

[Nikita35]

That's really helpful.

I have added knowledge base to the shown section and now I can search for articles.

But here when I click on "Information" tab, Recently viewed, Popular and Browse seem to be empty.

I recently viewed several articles so that they should reflect in the Recently Viewed but no luck.

Regards

[Todd Volpe2]

So now that you have the knowledge base you wanted you'll need to know what populates those Applets.  Similar to how you did it before type in Applets in the application navigator, click that and search the list for the Applets you want to investigate.  In this case you'll look for "Recently viewed" and "Popular".   There are a lot of steps to get to the next set of data but mainly you'll want to end up at the Master Items table.  Edit this url with your instance and you'll see all the data that populates these two applets. 

https://{INSTANCENAME}.service-now.com/sys_sg_master_item_list.do?sysparm_query=sys_scope%3Db3a70c8a530323004c36ddeeff7b124c&sysparm_view=

For "Popular" it should show as soon as you have a record in your kb_knowledge table with a view count of > 1

However for "Recently viewed"

It's coming from a different table and mine wouldn't populate until I logged out and back in.

[David Ha]

Hi Nikita,

Please try refreshing your applet launcher by swiping from the top of the screen to the bottom. And log out/log in if you still don't see your recently viewed / popular appearing.

Best,

David

[Laukik Udpikar]

Hi David,

I'm from nikita's team. 

I'll try to explain the issue below :

When I'm trying to access v_st_kb_recently_viewed or v_st_kb_category tables I'm getting this error message.

Error Message : Illegal access to private script include KBKnowledge in scope rhino.global being called from scope sn_km_mr

I think these tables are not getting populated, and that's why i don't see any record on the applet section in the now mobile app.

I want to understand how does this tables gets populated in first place, and how does this script include helps it.

Thanks.

Laukik.

[Andrey Kuznetso · Accepted solution]

This solution helped with similar issue: https://community.servicenow.com/community?id=community_question&sys_id=a22a8f69db5cdbc01dcaf3231f96...

Make KBKnowledge script include accessible from all application scopes. 

If you customized KBKnowledge script include you may also want revert it to base system.