Deleted KB Article Still Appearing on Portal Search

[amielalcala]

Hi,

I have encountered this defect where if a user tries to search a deleted article, it is still showing up. Do I need to configure something here or is this an expected behavior?

On platform view it is already removed:

On portal it's still showing. Ignore the articles with x mark and see article with yellow highlight below:

Appreciate any help I can get!

[James Chun]

Hi @amielalcala,

First of all, I don't recommend deleting articles. Instead, retire them.

Second, what happens when you click the search result? Does it open the article page?

Cheers

[amielalcala]

Hi James,

Thanks for the response. I do agree - it's not best practice.

If I click the deleted article, it says "Not found". While that shows that it is deleted, our client still wants it to reflect on search as well.

[James Chun]

Seems like you are using AI Search in the portal.

My guess is that the record is still in its search index - https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/ai-search/co...

It does say the system will automatically purge stale records on a daily basis, so maybe if you leave it for a day, it might work?

[amielalcala]

I was thinking the same thing. I tried reindexing all tables on indexed sources but it did not work. I will try to wait until the next day and see if the issue is gone. 🙂