Help with a specific topic not being found by search

[Rob Sestito]

Hey Team,

I am a little baffled by what seems to be very odd in my mind.

I have an hr service called: HR General Question

This has a record producer and I have it mapped through the taxonomy like so:

Parent Topic: Ask HR a Question --> Child Topic: HR General --> Child Topic: HR General Question --> Connected Content: HR General Question

When we perform a search with hr general/general/hr general question/general question - the topic is not given within the results. However, General Inquiry (OOTB service/record producer NOT connected content) is found through the search using those keyword searches.

Needless to say, I am confused as to why our HR General Question is not being found.

Anyone have any ideas as to what I can check on for this? If more details are needed please ask me.

Things I have checked on:

Taxonomy mapping: It is there like everything else and this is the only topic not being found

The topic can be reached easily through the Mega Menu/Relevant For You widget/Popular Topics. While I know, should not be an issue sense we can see this topic in three other places. But it still should be and needs to be a searchable topic.

I also tried connecting this topic to the parent topic to see if that helped. And it has not helped.

Anything to help me on this will be useful!

Thanks,

-Rob

[Lena_Latham]

Not sure if this is right, but here's what I found on Now Support: KB0997818

[Rob Sestito]

Thanks, Lena - while that KB talks specifically about finding knowledge articles which we are not having an issue with, it is regarding a service catalog (HR Service/Request/Record Producer).

I checked on our Search Sources ahead of time before posting as I know that has a lot to do with what we can find through our search. Taxonomy and everything is already connected.

Even when I go to the filter results from our AI Search Source for catalogs, by clicking on the Preview link - the catalog in question is a part of that list. So, the filter is correct and working. But the search results still do not show it on the portal.

I have also made a SN HI Support case last week on this.

But thank you for sharing that on the articles.

-Rob

[Rob Sestito · Accepted solution]

I ended up creating a case with SN on this. After some investigation, we discovered that two Translated Text records for our catalog item: HR General Question, under English, had values as Spanish (which we already had).

After correcting those two record's values to English, with a cache.do, the portal search was able to find the service.

Thanks - I am closing this post,

-Rob