Customise Knowledge Search

amacqueen · ‎06-19-2014

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 · ‎06-19-2014

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

View solution in original post

amacqueen · ‎06-25-2014

Forgot I'd made changes in Dev and have now cloned live over Dev what field should I update the dictionary attributes for please?

Sure I got this working last week and have now gone blank 😞

amacqueen · ‎06-25-2014

No worries I've got it now 🙂

sai1489 · ‎07-15-2016

Hello ,

I have a requirement where in i need to show the knowledge articles both retired and published articles based on the text given in short description of an incident. I have not been able to customize the code you've given to any good effect . Could you please help me out with this .

Regards,

Sai

davidian · ‎07-16-2018

What's the purpose of this variable, it doesn't seem to get used anywhere?

var elementName = 'u_business_service';

I'd also like to know how to hide or remove the "Attach to <table>" button that is shown in 'kbpop' popup, but only for this custom search i.e. I don't want to affect existing knowledge searches.