Virtual Agent : How to fix "Search Knowledge Base' topic error

Akhil Pendem
Tera Contributor

Hello,

I'm working on adding knowledge base articles as search results to a topic.
I opened OOB topic 'Search Knowledge Base' and clicked 'Preview', I received the following error.

find_real_file.png

 

This is the log I received:

find_real_file.png

 

The same OOB topic in my personal developer instance works just fine.

 

Thanks in Advance,

Akhil

1 ACCEPTED SOLUTION

Muralidharan BS
Mega Sage
Mega Sage

HI Akhil Pendem,

Probably a scoping issue, I had similar issue, duplicate the "Search Knowledge Base" and open the Contextual Search script action. Go to line 7 and replace it. 

Original

var contextualSearch = new sn_itsm_va.VAContextualSearchUtil();
 
Replace with, 
 
var contextualSearch = new global.VAGlobalContextualSearchUtil();
 
This should fix the issue. 
 

Kindly mark my response correct and helpful if my suggestion resolved your query,


Thanks

Murali

View solution in original post

7 REPLIES 7

Pooja Devkar
Mega Guru

Hello Akhil,

Please refer below link, it will help you to solve your query.

https://community.servicenow.com/community?id=community_article&sys_id=2f25893adb4af7407d3e02d5ca961...

 

Please mark correct & helpful; if it's useful to you.

Thanks & Regards,

Pooja Devkar

DxSherpa Technologies Pvt. Ltd

Susan Britt
Mega Sage
Mega Sage

Do you have an active Search Context (i.e. ITSM VA Knowledge Search) that has an applicable Resource Configuration?  

find_real_file.png

Yes, we do have the active search context.

find_real_file.png

Muralidharan BS
Mega Sage
Mega Sage

HI Akhil Pendem,

Probably a scoping issue, I had similar issue, duplicate the "Search Knowledge Base" and open the Contextual Search script action. Go to line 7 and replace it. 

Original

var contextualSearch = new sn_itsm_va.VAContextualSearchUtil();
 
Replace with, 
 
var contextualSearch = new global.VAGlobalContextualSearchUtil();
 
This should fix the issue. 
 

Kindly mark my response correct and helpful if my suggestion resolved your query,


Thanks

Murali