For service portal search sources, how can we change which parameters are used in Typeahead Search results?

[SusanWinKY]

We're using typeahead search for knowledge articles but want to display those using the kb_article_view page.  After the London upgrade, we are seeing that our typeahead search results for knowledge articles are using the same URL format...

https://instance-name.service-now.com/sp?id=kb_article_view&sys_id=6dbe8137db8f678024f0f6e9af961979

but the kb_article_view page isn't able to handle the sys_id parameter, so we are getting a "Knowledge record not found" message.  We need to be using the sys_kb_id parameter instead of sys_id. 

We're using the OOB Knowledge Article Content widget on that page.  In my personal developer instance, I was able to trick the widget into using the sys_id parameter if it can't find a sy_kb_id parameter.  I replaced line 224 of the server script with this code:

 data.params.sys_kb_id = $sp.getParameter('sys_kb_id');
 data.params.sys_id = $sp.getParameter('sys_id');
 if((data.params.sys_id != '' && data.params.sys_id != null) && (data.params.sys_kb_id === '' || data.params.sys_kb_id === null))
     data.params.sys_kb_id = data.params.sys_id;

(Please don't judge my code; I'm not much of a script-er.)

It seems the OOB widget should be able to handle either parameter.  Anyway, our problem still remains that we don't see a way to change which parameter is used by the search results returned during a typeahead search.  It's always using sys_id.  Any suggestions on how this can be done?

[SanjivMeher]

May be you should pass the sys_kb_id in the Data Fetch script and use it in Search page template.

You should be able to control it from the Search Source.

[SusanWinKY · Accepted solution]

I found an article in the London docs that explains how to do this but there is an error in their code, which I have reported via feedback.

It looks like the London article (didn't check any other version) on the ServiceNow docs site has an incorrect value being used for the sys_kb_id value in the article URL.

In step 1-c, the code should be this:

article.url = "?id=kb_article_view&sys_kb_id=" + article.sys_id;

instead of this:

article.url = '?id=kb_article_view&sys_kb_id=' + kb.sys_id;

In summary, here's what I did to get this to work:

1. Updated the Search page template as Mark suggested above, because we want both the typeahead search and the regular search results to use the kb_article_view page...

<a href="?id=kb_article_view&amp;sys_kb_id={{item.sys_id}}" class="h4 text-primary m-b-sm block">

2. Updated the Data fetch script as mentioned in the docs article but corrected it to article.sys_id...

article.url = "?id=kb_article_view&sys_kb_id=" + article.sys_id;

3. Updated the Page on the Typeahead tab to kb_article_view.  This is not required but we want to have it shown there as a visual reminder that we are using the kb_article_view page instead of kb_article.

[Ma_ April Rais1]

Hi Susan,

I'm new to using servicenow portal, could you give me advise.
My current requirement to include the Knowledge Base selected after doing portal search.

If I've already selected a specific Knowledge Base, my expected search result should only be within that knowledge base.

Any inputs would be much appreciated.

Thanks!