Hi Community Members,
I have recently observed an issue in our ServiceNow Production instance where certain knowledge articles do not consistently appear in search results.
The issue occurs in the following scenarios:
Knowledge Homepage: When searching by the article's short description or article number, certain articles do not appear in the search results. However, the same articles can be found when using the global search with the article number.
Related Search Results on Case Forms: The same articles are sometimes missing from the Related Search Results when searching for relevant knowledge to attach to an existing case.
The issue appears to affect random articles. Upon verification, the affected articles are in the Published state, and their Valid To dates have not yet expired.
Has anyone encountered similar behavior or can suggest possible causes and troubleshooting steps?
Any guidance or suggestions would be greatly appreciated.
Thank you!
