KB properties - Where is glide.knowman.show_unpublished used?

[david_legrand]

Hi Community,

I have a customer who asked to display the "pending retirement" articles on the Knowledge Portal on Knowledge v3.

I have looked into the system, trying to think like the KB development team

1) I'm quite sure the Knowledge v3 is built using Script Includes : https://INSTANCE.service-now.com/sys_script_include_list.do?sysparm_query=nameSTARTSWITHKB

2) I have seen the property glide.knowman.show_unpublished (this property displays the article in review), so as the logic is built using the Script Includes KB...SNC, I was expecting to find this property somewhere in the script but when I do a search, I don't find any call of this property.

3) Then I have tried just in case to override the KBMyKnowledgeSNC, KBKnowledgeSNC and some others but without luck so far (I don't even go to the initialize method apparently )

So actually I have 2 questions:

1) Do you know where is glide.knowman.show_unpublished used? (because I'm still sure that's where the code should be updated)

2) How do you debug the script includes on the Knowledge v3 (with the Knowledge Portal)?

[Mythraye]

Hi David,

Have you searched business rules, UI Macro associated?

[david_legrand]

Hi Mythraye,

Unless if I missed something, it would have been a very good idea with Knowledge v2 but in Knowledge v3, we are more limited (due to the use of angular.js and the blackbox approach on the page "knowledge.do") and we don't have access to the ui pages.

That is why I was expected the query definition to be completely built on Script Include to let us making the necessary changes

[Chuck Tomasi]

You are correct. Knowledge v3 does not expose as many of the UI pages, UI macros, or script includes. We found that customers were modifying these and causing upgrade issues. Instead we have tried to make the application (and other ServiceNow apps) more configurable so customers don't have to rely on customization. Some of the more advanced developers are frustrated at first, but in the long run it makes for a better partnership between customers and ServiceNow. If those same advanced developers want to, they always have the option of writing their own pages and taking on the support of said code.

[david_legrand]

That I know and I fully understand and support (I have seen horrible things done).

The nice thing is the Development team thought about making Script Include "SNC" not modifiable and Script Include "Customer" where the customer can override.

Here, I would like to make the modification following the Knowledge Management "Application Philosophy", meaning done in a way people would think it's actually the baseline.

For developers and admins, before starting anything on my customer instance, I'm doing it on my own Developer instance to be sure I won't modify things uselessly on the Customer environments.

But apparently, when I try to use these extensions like KBKnowledgeBase, it seems I actually don't use the extensions.