How to search on specific fields and search terms in Virtual Agent Search Knowledge Base

[Serkan Yilmaz1]

Hi SN Community members,

I'm looking for a method that can be used to search on specific fields in the "Search Knowledge Base" topic. 

In the "Search Knowledge Base" topic there is a Script action "Contextual Search" and this uses the input from the previous User Input box. 

    var search_term = vaInputs.search_term;
    var context = vaVars.search_context_sys_id;
    var contextualSearch = new sn_itsm_va.VAContextualSearchUtil();
    var response = contextualSearch.search(context, search_term);
    var success = contextualSearch.processSearchResponse(response);

This works fine, but I want to know if there is a way to push more specific search actions into the search action (e.g. "category=ABC" -or- "Author=XYZ"). 

Another way of doing it is also fine for me, but the search should "respect" the data security (User Criteria).

Hope to hear from some of you!

Cheers,

Serkan

[Rajesh Kannan G]

Hi Serkan,

You can copy the search method in VAContextualSearchUtil into another script include and pass additional parameters as shown below to filter results based on author, category knowledge base.

	search: function(context, searchTerm) {
		var strSearchTerm = "" + searchTerm;
		var payload = {
			// Search Context(cxs_context_config) sys_id/name.
			// Meta data required for including Pinned Articles in Search
			meta : {
				includePinnedArticles: true,
				applyFilter : true
			},
			context : context, 
			query : {
				freetext: strSearchTerm, //(this is coming from chat)
				searchParameters:{
					knowledgeBase:"a7e8a78bff0221009b20ffffffffff17", //IT - Knowledge Base
					language:"en"
				},
				author:[
					"62d78687c0a8010e00b3d84178adc913" //Ron Kettering - Author
				],
				kb_category:[
					"5681bf8bff0221009b20ffffffffff95" //Email - Category
				],
				order:"relevancy"
			}
		};
		
		var request = new global.cxs_SearchAPI();
		var response = request.search(payload);
		return response;	
	},

Another approach is to use Knowledge Service Portal API. This is bit more flexible.

var searchText = "mail";
var windowStart = 0;
var windowEnd = 30;
var additionalFields = ["number", "sys_id", "published"];
var kb = new GlideRecord('kb_knowledge');
kb.addEncodedQuery('kb_knowledge_base=a7e8a78bff0221009b20ffffffffff17^kb_category=5681bf8bff0221009b20ffffffffff95^author=62d78687c0a8010e00b3d84178adc913');
//Additional filter conditions can be added to filter records.
var request = {
     keyword : searchText,
     language : gs.getUser().getLanguage(),
     resource : 'Knowledge',
     start : windowStart,
     end : windowEnd,
     order : "relevancy,true",
     knowledge_fields : additionalFields,
     kb_query: kb.getEncodedQuery()
};
var response = new KBPortalServiceImpl().getResultData(request);

Regards,

Rajesh

[Serkan Yilmaz]

I will test your suggestion! Thank you for your response.

[RS20]

what if i add custom field and i want to filter the records based on that custom field.

like environment is dev/QA/prod.

u_environment: dev. i added like this but its not working as expected.

[Rajesh Kannan G]

It should have worked If you are using Knowledge Service Portal API and adding the condition as shown below. If not please share the code snippet.

var kb = new GlideRecord('kb_knowledge');
kb.addQuery('u_environment', 'development');

Regards,

Rajesh