Knowledge Search Word Exclusion

[PLakinGA]

I'm encountering an issue with our business instance where a specific keyword cannot be searched for in our Knowledge search. The article can be found with other keywords and can be found by kb#, but the word "problem" returns no results and "problem creation" (another meta descriptor) does. 

I've tried republishing the article and even created a completely new test article with 'problem' as the only meta keyword and it still fails to turn up in search results. I cannot recreate this in my OoB developer instance.

My assumption is there is a file some place with exclusions that needs edited, but I've been having trouble finding a relevant community or doc page on the topic.

Any help is appreciated!

Thank you,

Paul

[Maik Skoddow · Accepted solution]

Hi @PLakinGA 

unfortunately you did not mention which search engine you are using.

Therefore please go to the following pages depending on your search engine:

• for Zing: https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/search-administ... 
• for AI Search: https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/ai-search/conce... 

Maik

[PLakinGA]

Maik, this was definitely part of the issue. I deactivated problem in the Zing stop word list, but the results are effectively the same. It's not complaining about common words, but still does not show the article in the results.

I'm leaving this open for now in case someone else can give me advice that helps resolve the issue, but your post will definitely be one of the solutions.

[PLakinGA]

Maik, this appears to be at least part of the issue. Problem was definitely in the Zing Stop Words. Deactivating it only changed the message though. I still cannot search for just 'problem' in the Knowledge Home search.

Leaving this open while I continue to search for the resolution, but you'll be one of the solutions at the end.

[PLakinGA]

OK, the doc on disabling a stop word in the doc Maik linked was 100% the solution, I just got a bit confused by the last couple of steps. Ultimately what I had to do was super simple. Open the Text Index Stop Word menu item, find the keyword I wanted removed, change it from active true to false then open the Text Indexes menu, find the specific table and open it, and the click Regenerate Text Index.