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Author's profile photo John Paul

Customize and reuse Knowledge Base View in Cloud for Customer

Any coding or configuration examples provided in this document are only examples and are NOT intended for use in a productive system. The example is only done to better explain and visualize the topic.

The objective of this blog to reuse the Knowledge Base View available in C4C in Ticket Thing Inspector (TI) with custom search text.

By end of this blog you will be adding a new facet in Service Ticket Thing Inspector (TI) which will extend the usage of existing Knowledge Base with customized behavior.

Below is the goal of this blog:-

Steps involved: –

  1. Create a solution in PDI
  2. Adding Custom EC to introduce Custom Logic
  3. Reuse Knowledge base EC
  4. Including new EC as additional fact in Thing Inspector (TI)

1. Create a solution in PDI

Provide required information for the creation of Solution.

2.Adding Custom EC to introduce Custom Logic

2.1 Create a new EC for reading Ticket Info and load Knowledge Base EC.

2.2 Introduce data model & proper binding

2.3 Introduce necessary Inport & Outport

2.3.1 Inport and related settings

2.3.2 inport – configure required operation.

In this blog we will read  the Ticket BO instance and append all the Category ID to Search Text.

Configure BO Read with Ticket ID using BO Operation

Appending  Category IDs using Script Operations

$data.OutportData.SearchText = $data.CauseCategoryID + " , " + $data.IncidentCategorID + ", " + $data.IssueCategoryID;

Re-fire Outport to Standard EC.

2.3.3 outport configuration

3. Reuse Existing KB in the newly added EC.

Drag a drop the Standard Knowledge Base EC to the newly created EC.

Below you can find the reusable KB Embedded Component.


Do the proper binding so that data populated from Script will flow to the reused EC.

Click on “Ok”. By now whatever data populated through Script will be send to KB EC.

4. Adding a new facet in Service Ticket Thing Inspector (TI)

4.1 Open the UI Designer from PDI & Navigate to Configuration Explorer.

Open the Service Ticket Thing Inspector (TI) using Configuration Explore

Details of UI floor plan:-

  • Ticket TI to be enhanced (RUI)  - /BYD_COD/ServiceOnDemand/Collaboration/COD_SR_TI.TI.uicomponent

4.2 Navigate to “Extensibility Explorer”

Open the respective TI and select the “ViewSwitchNavigation” from Properties view.Navigate to “Extensibility explorer” and select Anchors of “ViewSwitchNavigation”

4.3 Add a new View

From “Extensibility Explorer” select the option “Add View with embedded Component”, provide the Tab Title and choose the new EC added through SDK.

4.4 Configure the Navigation

Select the “Bind” and configure the navigation.

Once done press on “OK”.

4.5  “Save & Activate” the Service ticket TI.With above changes you should be able to find a new facet in Service Ticket TI.

Now if you navigate to Service Ticket Thing Inspector (TI) –  You can view Custom KB with custom Search Text.


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