Hide an empty KB category on the portal

seanboggess · ‎03-09-2020

On our end-user portal, when users go into the knowledge base, they see categories that are empty (to them).

In the KB we have some articles configured so they aren't visible to our users. For example we have a category of 'Azure' with three articles that have security on them so they remain hidden from our typical end-users. When a they log into the portal and go into the KB, it will still show the category of 'Azure' but no articles inside it since they do not have permissions to view them.

Is there any way to hide the category if it's empty for that user? Still want to keep the category active, and keep those articles in the same KB, but trying to clean it up a little so our users don't see the categories if they cannot see the articles inside them.

This is both in London, and New York.

Gaurav Shirsat · ‎04-13-2020

Hi Sean Boggess

for almost an hour I worked on your issue.

The similar Thread for your question on Community

https://community.servicenow.com/community?id=community_question&sys_id=9ed7fae7db4667001089e15b8a96...

https://community.servicenow.com/community?id=community_inbox

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

View solution in original post

Justin77 · ‎03-10-2020

Which knowledge page and widget are you using to display your categories?

seanboggess · ‎03-10-2020

We are using a slightly edited version of the KB Category widget and KB View page. We previously had a (much) more knowledgeable engineer who made a few minor alterations to hide the article counts and author names in the KB, but other than minor visual alterations, the portal is mostly the OOB CSM.

Sarup Paul · ‎04-11-2020

If you are using /kb portal (see here) then the filter facets can be configured for the requested behavior

Show Only Facet Values Matching Results	Creates a dynamic filter facet widget that displays only those filter values that match the search results rather than showing all values. If you disable this instance option, the time needed to load the filter facet data is reduced.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/tas...

I don't believe this capability is available for the global search results on the portal.

seanboggess · ‎04-13-2020

The filter facet widget instance options appear to be what I am looking for, however we are the New York version, and could not find those settings to test them.