Filter Knowledge Base by Customer Criteria

Question

Hi Community!

we have multiple Customers in our JSM. They are also associated to Asset Entries and their they have an associated Property (Category A, Category B, Category C).

In our Knowledge Base Articles we have assigned each article a label (Category A, Category B, Category C).

If a customer raises an article, the suggested articles should be a match, so a Customer from Category A should only have suggestions with Label Category A and not the others.

How can we handle this without setting up multiple JSM projects?

Thanks a lot!

Matthew Sinclair · Answer

Clever - was thinking along those lines but wasn't sure you could restrict it to that level.

JSM allows as many Request Types as you want (Within reason) - can reuse the same form - etc.

Def. the best way to go.

Arkadiusz Wroblewski · Answer

Hello @Hannes

If separate request types are acceptable, a workaround within one JSM project would be:

* Create request types for categories A, B and C.
* Under Project/Space settings → Knowledge base → Control article suggestions, enable suggestions and set Only show articles labeled to the corresponding category label.
* Restrict each request type to the relevant customers, groups or customer organizations. JSM supports these request-type restrictions.

You would need to maintain that customer/category mapping separately, this setup wouldn’t automatically read the category from Assets.

Also, the label filter controls suggestions on the request form. Article access permissions need to be configured separately if customers must be prevented from viewing other categories altogether.

Would separate request types work for you, or must everyone use the same request form?

Best,

Arek

Matthew Sinclair · Answer

Did some digging - looks like there's no granularity to this kind of level - yet.

At least not without Rovo Agent being involved.

Def. interested in solutions in this area as it could benefit us as well.

I was hoping you could tie KB's into Specific Request Types at least - didn't find that.

Only suggestion I have is to be clever with labeling - but the problem is KB's function based on Summaries (I think) - and not specific custom fields. Hence my Rovo Agent suggestion. Something a little more tuned in to check things.