How to remove (KB) in parenthesis from virtual agent search results

[ritu_saluja]

How to remove (KB) in parenthesis from virtual agent search results

[SwathiSarang]

Hi  @ritu_saluja

Steps to resolve:

1. Navigate to All > Entity View Action Mapper (EVAM) > View Templates.

2.Select Virtual agent Knowledge Search Template

3. from key : (KB) remove it or modify 

Please find the screenshot below,

Product documentation :  https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/virtual-agent...

[SwathiSarang]

Hi @ritu_saluja ,

Please find the below steps, ,

1. Navigate to All > Entity View Action Mapper (EVAM) > View Templates.

2. Select Virtual Agent Knowledge Search Template

3. in "key"  : "(KB)" you can remove or modify 

Please find the below screen shot,

Product documentation Link : https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/virtual-agent...

Help others to find a correct solution by marking the appropriate response as correct answer and helpful.

Thank You 

Swathi Sarang

[swathisarang98]

Hi  @ritu_saluja

Steps to resolve:

1. Navigate to All > Entity View Action Mapper (EVAM) > View Templates.

2.Select Virtual agent Knowledge Search Template

3. from key : (KB) remove it or modify 

Please find the screenshot below,

Product documentation :  https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/virtual-agent...

Hope this solves your question. if it does, please mark my response helpful and solution accepted.

Thank You

Swathi

[swathisarang98]

FYI screen shot got missed

Please find the screenshot,

[arobertson]

I have exactly the same question. We want to remove the (KB) and (Catalog) prefixes, but as were in a multi-tenant instance cannot just go and remove it from the EVAM templates.

As @Denny6 mentioned, below is the code from the AI search topic.

(function execute() {
	var resultMap = global.VAAISearchHelperUtah.createResultMap(vaVars.searchMetadata, vaVars.searchResults, vaSystem, vaInputs, vaVars);
    
    // Set false to avoid duplications. Once sent, this flag prevents the same payload from being sent again
    vaVars.sendDisplayedSearchResultClickMetricsEvent = false;

    var options = [];

    for (var key in resultMap) {
        options.push({ 'value': key, 'label': resultMap[key], 'render_style': 'data'});
    }
    options.push({ 'value': 'no', 'label': gs.getMessageLang('I need more help...', vaContext.getRequesterLang()), 'render_style': 'data'});
    if (vaInputs.ask_another_search == 'true')
        options.push({ 'value': 'another_search', 'label': gs.getMessageLang('Ask something else...', vaContext.getRequesterLang()), 'render_style': 'data'});
    return options;
})()

I added some logging to print out the options array, which come out like this:

{"value":"00fb45811bc92518f9e921b2b24bcb87","label":"(KB) Mailbox full issue in Outlook","render_style":"data"}
{"value":"ee6709ac87aa61100d7d84490cbb3511","label":"(KB) How to configure shared mailbox in Mac Outlook","render_style":"data"}
{"value":"591f85e187a72558507dece30cbb357d","label":"(KB) Outlook Basic troubleshooting","render_style":"data"}
{"value":"no","label":"I need more help...","render_style":"data"}]

I don't think there is a way to interrogate the array to remove the prefixes?