knowledge result limit to one knowledge base in serviceportal

Shilpa31 · ‎05-25-2022

i,

My use case is to limit knowledge records presented in Knowledge Search page -->Knowledge Result(widget) to only one knowledge base.

I followed the posts listed below, both mention about adding new contextual search.

1. https://community.servicenow.com/community?id=community_question&sys_id=820e8baddb9cdbc01dcaf3231f961927

2. https://community.servicenow.com/community?id=community_question&sys_id=55348729dbd8dbc01dcaf3231f961997&view_source=searchResult

As per the steps,

1. I added new context search

2. referenced in the Knowledge Source ( Since I am trying to limit result in Service Portal Knowledge search page)

3. added this search source in portal. I verified by adding logs that the search source is being used.

Result set presented is not limiting to the knowledge base added in context search condition

Please let me know if I am missing any steps here Or any alternative way to solve this.

Other way I took is by adding a Fixed Filter widget hidden in the page, It works but 1 out of 10 times results come out wrong.

Really Appreciate your advise, I have spent good amount of time in researching and try without a solid solution yet.

@chrishenson I followed the steps of creating and adding condition, please advise what am i missing here since it is not working for me.

Knowledge Search Page is cloned since we need to remove certain Facets and modifications needed.

Also, this page is opened from HomePage search widget which in turn uses TypeAhead widget (Customized to open the clones search page)

Shilpa31 · ‎11-17-2022

Hi Kevin,

In our instances Knowledge related widgets were not upgraded from 2016 and Knowledge Source was not upgraded as well. So we faced issue on portal.

But the issue of limiting only to certain Knowledge bases could be solved by,

1. Open a PDI

2. Search for sources - Pick Knowledge Source

3. Take xml of the knowledge source script

4. Try importing this one in your dev instance (make sure you have a backup of your old knowledge source)

5. After this in portal when you add knowledge base of your interest only those will be visible to users in the portal.

Hope this helps.

If not, try verifying if the widgets are in latest version or pointing to older versions.

Or

Next raise a case with HI team.

Jaspal Singh · ‎05-25-2022

Is this for normal Service Portal or for KB portal specific. If for usual Service Portal did you try configuring it as below.

1. Navigate to Service Portal >> Portals

2. Search for required portal & open the record

3. Scroll to the bottom & look for Knowledge base related list & add or remove required knowledge base.

Shilpa31 · ‎05-25-2022

Hi Jaspal,

I have included Knowledge Base in related list as mentioned. But its still not working.

Knowledge Search Page is cloned since we need to remove certain Facets and modifications needed.

Also, this page is opened from HomePage search widget which in turn uses TypeAhead widget ( Customized to open the clones search page)

chrishenson · ‎05-26-2022

Hello Shilpa,

You'll need to remove the quotation marks from the value. That should allow the query to be added to the search correctly.

Regards,

C

Shilpa31 · ‎05-26-2022

Hi Chirs,

Thanks for the reply.

I tried without Quotes as well it still isn't working as expected. I can see all records related to Search term from all knowledge bases.