Description
In the Knowledge Service Portal, all viewable articles are not displayed on the KB Category Page widget if the user fails user criteria for one or more articles in the category.
Steps to Reproduce
- Have at least 12 articles in a knowledge base under the same category.
- Add user criteria to one article that the test user will not pass.
- Impersonate test user and navigate to the service portal (sp) knowledge base. On the KB Categories - KBv3 widget note the number of articles that are contained in the test category.
- Select the category and note that the Show More option does not render although the number of current records does not match then number on the KB Categories - KBv3 widget.
- Scope the widget data in the browser console and manually edit the showMore attribute and limit, to force the Show More to display on the widget.
- Select Show More and note more articles are rendered.
Workaround
- Edit the KB Category Page widget.
https://<InstanceName>.service-now.com/sp_config?id=widget_editor&sys_id=fb5d068cd7610200a9ad1e173e24d400&spa=1 - In the Server script, AFTER the below line :
if (input && input.new_limit)
data.limit = input.new_limit;
ENTER the code below:
//CHANGE 1
if(input && input.new_total)
data.total=input.new_total;
//END - In the Server script, REPLACE :
var diff = data.items.length - data.limit;
if (diff <= 0)
data.showMore = false;
else {
data.items.splice(data.limit);
data.showMore = true;
}
data.show_msg = gs.getMessage("Showing {0} items", data.limit + "");
WITH the code below ://CHANGE 2
if(!data.total){
data.total = $sp.getKBCategoryArticleSummaries(data.category, 0, 0).length;
}
data.items.splice(data.limit);
data.displayCount = data.items.length;
if (data.total <= data.displayCount)
{
data.showMore = false;
}
else {
data.showMore = true;
}
data.show_msg = gs.getMessage("Showing {0} items", data.displayCount + "");
// END
- Change 3: In the client script REPLACE the $scope.loadMore function with :
$scope.loadMore = function () {
c.data.new_limit = c.data.limit + (parseInt(c.options.limit_article) || 10);
//CHANGE 3
c.data.new_total = c.data.total;
//END
c.server.update();
} - Change 4 : In HTML Template, REPLACE
<div ng-if="data.items.length == 0">
To:
<div ng-if="data.items.length == 0 && data.total == 0">
This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available..
Related Problem: PRB1345917