Hi there,
While working on Virtual Agent, we were looking at implementing the out-of-the-box topic Search Knowledge Base. During testing of this topic, we encounter an annoying/blocking defect. Defect being that if the search term would result in more results than the limit, the Show more option would be provided to the user. Upon selecting Show more though, the same results would be shown again to the user. The actual Show more does not work.
The issue
The investigation
While looking at the Virtual Agent Designer, it looked obvious the issue could be the Bot Response Script Output Display KB(s). This step is returning the results on the search phrase to the user.
Looking at the code of the Script Response Message of the Bot Response Script Output, I started debugging the integer vars quickly - index, limit, kbJsonObj.length - and short after noticed that the comparison in the for loop is the issue.
The fix
To keep things short. Below the full code for the fix. Code for the Script Response Message of Bot Response Script Output Display KB(s). As you can see, only small pieces have been changed.
Note: I did not beautify the code, though it could use some!
(function execute() {
var limit = parseInt(vaVars.limit);
var kbJsonObj = JSON.parse(vaVars.search_kb_json_string);
var baseURL = gs.getProperty('glide.servlet.uri') + '/';
vaVars.baseURL = baseURL;
vaVars.kblinks = "";
var index = parseInt(vaVars.index);
/* Disable code for "Show more" fix
for (var i = index; i < limit && i + index < kbJsonObj.length; i++) {
*/
// Added code for "Show more" fix
var end = kbJsonObj.length;
if(index + limit < end) {
end = index + limit;
}
for (var i = index; i < end; i++) {
// End added code
var link = baseURL + gs.getProperty('sn_itsm_va.com.snc.itsm.virtualagent.portal_url') + '?id=kb_article&sys_id=' + kbJsonObj[i].id.split(':')[1];
vaVars.kblinks += "<a href="+link+' target="_blank"><b>'+kbJsonObj[i].title+"</b></a>"+
"<br/>"+kbJsonObj[i].snippet.substring(0,240)+"</b>...";
/* Disable code for "Show more" fix
if (i < limit - 1 && i + index < kbJsonObj.length - 1)
*/
// Added code for "Show more" fix
if (i < end - 1)
//
vaVars.kblinks += "<br/><br/>";
}
return vaVars.kblinks;
})()---
Hope that this helps some of you. Questions or ideas? Let me know!
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Kind regards,
Mark
---
Hi there,
Have a look at the Contextual Search.
Contextual Search > Search Contexts
Out-of-the-box ITSM VA Knowledge Search is used
Open the Recourse Configuration (on the Related Lists), out-of-the-box this is Knowledge
Update the condition on the Related List Search Resource Context Properties
For example to Test, I just added ^language=nl for dutch, immediately works.
kb_knowledge_base=dfc19531bf2021003f07e2c1ac0739ab^language=nl
Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP
---
I came to know that the OOTB "Search Knowledge Base" topics are gone post-Paris and instead the Search Knowledge Base topic conversation uses the Contextual Search reusable topic block.
In my case, this was not working because the Setup topic was set as 'Fallback Topic.' for the Setup topic type: Fallback. It started working as soon as I updated the value to "Search Fallback Topic.".
[Collaboration > Virtual Agent > Custom Greetings and Setup > Setup Topics]
Now if a user utterance doesn't match an existing topic the KB search automatically happens, which is awesome and better than saying 'Search a Knowledge Base' 🙂
