Customise Knowledge Search

[amacqueen]

We like many others, I'm sure, have the ability to search the knowledge base from Incident. I was wondering if there was a way to restrict the results displayed based on business service. I have already added business service to the knowledge base form and I was hoping there would be a way using the dictionary entry attributes of the description field which we use as the basis for searching the knowledge base, we currently have this set to:-

no_truncate=true,knowledge_search=true,ts_weight=10

Our business service field name is u_business_service.

TIA

[solutioningnow]

Hi Angus,

I have found similar solution in wiki, below is wiki url:

Administering Knowledge Search - ServiceNow Wiki

I am also trying to setup the same in some demo instance

Regards,

Solutioner

[jyothikalaadurt]

Hi,

I need to restrict Knowledge_search attribute. When i click, it should work only for "Finance Knowledge" base. Can anyone help on this.

[solutioningnow · Accepted solution]

Hi,

I have successfully configured the solution in one of the demo instance. For achieving you need to update below things:

Update dictionary attributes - knowledge_custom=customKnowledgeSearch,knowledge_search=false

Add onLoad Client Script:

function onLoad() {

  return;

}

function customKnowledgeSearch() {

  var searchText = g_form.getValue('short_description');

  var elementName = 'u_business_service';

  var url = 'kb_find.do?sysparm_search=' + escape(searchText);

  url += "&sysparm_nameofstack=kbpop";

  url += "&sysparm_kb_search_table=incident"; //This example runs on the Incident table. Edit the table name as necessary

  url += "&sysparm_operator=IR_AND_OR_QUERY"; //Tries an 'AND' exact match query and uses an 'OR' query if no exact match

  //url += "&sysparm_operator=IR_OR_QUERY"; //Searches using an 'OR' query

  //url += "&sysparm_operator=IR_AND_QUERY"; //Searches using an 'AND' query

  popupOpenStandard(url, "kb2task");

}

Please try and let me know the outcome

Regards,

Solutioner

[amacqueen]

Many thanks, just what I wanted.