KB articles not searchable in the Portal

[tinndizz]

KB articles are searchable in the native ServiceNow UI using their short description, but in the portal, some articles do not appear when searched using the same terms, although they can still be found using their KB number. Please help.

[PDawg]

Do you have AI Search enabled on portal? If yes, have you verified if the search sources are indexed? 

[tinndizz]

How to check this?

[Tanushree Maiti]

Hi @tinndizz 

Refer 

1. KB0727162 Knowledge article does not appear in search result on knowledge homepage and Service Porta... 

Resolution

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To fix the issue, add a future date in Valid To field and article will start to appear in search results. 

2)KB0697425 KB articles not appearing in the Knowledge Homepage search for certain Knowledge Bases 

Resolution

Remove the condition if we need all the knowledge articles in all the knowledge bases to be searched from the knowledge home page.

Steps to Remove the Condition on the Contextual Search:

Navigate as follows:

1. Contextual Search -> Search Context -> Knowledge Base Search

2. Under Knowledge Base Search [Related List] Select Resource Configuration

3. Resource Configuration -> Knowledge -> Condition

4. On the Condition form we will have Value Field filled with sys_id of the knowledge base.

5. Make the Value Field empty [as in Out of the Box] in order to search for all the knowledge articles on all the knowledge bases.

3)KB1999787 Knowledge Articles are not visible for the User in the Service Portal 

Resolution

To resolve the issue, Please remove the 'ITIL' role from the KB Search Source or grant the User ITIL role.

4)KB0961442 Contextual Search not returning related KB articles