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Knowledge search over incident form is not working

akchauhan
Tera Contributor

a month ago

Dear Team,

On the incident form, next to short description we have knowledge search option basis the short description of that incident . But in my prod instance, that search is not working. When I am removing the short description from the search bar . I am able to see 600 approved published KB articles but when I am searching anything then it is not working. Same functionality is working fine I'm dev and test instance. Please assist . I am zurich release and no upgrade has been done till now.

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4 REPLIES 4

SVimes
Kilo Sage

4 weeks ago

If that button is what I think it is, you may want to check the function it is calling or ensure the client script the function is in has Isolate script = false. I'm just guessing here, but the function is referenced in the attributes of the short_description field. Specifically, the attribute "Knowledge custom". Use that to search your client scripts.

Sable Vimes - CSA
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gracemiller84
Giga Contributor

4 weeks ago

The issue occurs because the knowledge search on the incident form is likely failing due to indexing or search configuration problems in your production instance. Even though KB articles exist, the search may not be properly querying the short description field, or the search index may be outdated. Since it works in dev and test, compare search sources, indexing schedules, and ACLs between instances, and consider rebuilding the knowledge search index in production to restore functionality.

ethantaylor555
Giga Contributor
In response to gracemiller84

4 weeks ago

Thanks for the explanation! That makes sense that  it sounds like the production instance’s search index or configuration is out of sync compared to dev and test. I’ll check the search sources, indexing schedule, and ACLs, and try rebuilding the knowledge search index in production to see if that resolves the issue. Appreciate the guidance!

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ethantaylor555
Giga Contributor

4 weeks ago

Hi @akchauhan, It sounds like the knowledge search configuration in your prod instance might not be synced correctly with your dev and test environments. I’d recommend checking the following:

  1. Knowledge Search Sources – ensure the same sources are active in prod as in dev/test.

  2. Indexing Status – rebuild or refresh the Knowledge Base index in the prod instance.

  3. Permissions – verify that your role has access to the same KB articles and search context.

If everything matches and it still fails, try re-indexing the knowledge articles via Knowledge > Administration > Search Sources.

Hope this helps resolve the issue quickly. 👍

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