AI Search can t find specific articles for no apparent reason

[Mauricio Luc]

Hello, i have 2 different clients with the same issue, and some co-workers told me that they also had this issue at some point.

For some reason AI Search doesnt show specific articles, the articles shows in search source, and search profile "preview" ui actions, and they also doesnt have any specific "can read" user criterias.

Is there any cache clear or anything at all that i can do? 

I already tried to re-index.

[Community Alums]

Hi @Mauricio Luc ,

Have you already raised this issue with ServiceNow Already as your are facing this for 2 clients?

[Mauricio Luc]

I ll open up a hi ticket soon

[Shamus Mulhall]

Most commonly this is related to either indexed source retention policy or filter criteria or search source criteria.  Beyond that it can also be related to content security. 

To help debug you can use AI Search > Preview > Search Preview (New).   Select the appropriate search application and execute a search for the KB number itself.