Comments on: Hide ‘Search Knowledge’ or ‘Suggestion’ Icon in ServiceNow

By: Randy

Randy — Wed, 11 Jul 2018 14:26:52 +0000

Awesome! Worked great.

By: Mark Stanger

Mark Stanger — Wed, 07 Sep 2016 13:25:30 +0000

In reply to Niclas. Thanks Niclas!

By: Niclas

Niclas — Wed, 07 Sep 2016 12:20:25 +0000

If you are on Helsinki and still using this Knowledge Icon it can not be hidden as described in this article anymore. This is because knowledge.gifx is not in the innerHTML anymore. However after modifying the selector you can hide the Icon:

$$('a.icon-book:[data-type="attribute_knowledge"]').each(function(elmt) {  
            
               elmt.hide();  
        
         });

BTW: If you inspect the Icon with your Browser tools it will show you the following code inside the tag:

<a title="" rel="nofollow ugc"></a>

By: Mark Stanger

Mark Stanger — Tue, 15 Nov 2011 16:55:16 +0000

In reply to Jared Romaine.

Hey Jared,

I haven’t ever seen that done that way before and I don’t have any immediate idea of how to accomplish that. Typically, if you’re doing something like this it flows from the knowledge article to the incident screen. Users search knowledge, view an article, and then determine if they still need to open an incident. That flow is built into the tool. You might consider asking this on the ServiceNow forums to see if anybody there has done something like this. I’ll reply here if I come up with anything.

Mark

By: Jared Romaine

Jared Romaine — Tue, 15 Nov 2011 15:05:08 +0000

Anybody know how to take the code that executes when you click the “Search Knowledge” button and add it to the “Submit” button when users submit incidents via Self-Service? Basically we would like a popup to appear after the user clicks “Submit” that shows Knowledge articles that may apply. At the bottom of the popup we would have a “Did these suggestions resolve your issue?” message. If they choose “Yes” the incident is auto-closed, if they choose “No” the incident is created. Any suggestions?