Retired articles are visible in Employee Service center Portal

[Sarvesh Katnesh]

Hi all,

In Employee Service Central portal (ESC), we are using AI search as a search engine. In this we are facing one glitch that, when we searched the retired knowledge article it is appearing in the portal but as per the configuration it should not. Retired article is searchable when we search through "Article number" but when we searched it through "Short Description" it is not searchable. AI Search Source is also configured correctly for this table by applying correct filters. Users with non-admin role are also able to see retired knowledge articles in portal but as per the knowledge process they should not.

Is there any configuration has done for ESC portal or AI search which allow users to search retired knowledge articles through number? Can anyone please help me with this?

[Gerard Dwan]

@Brian Bakker @Sarvesh Katnesh I believe this is related to a Known Error.

[Sarvesh Katnesh]

Hi @Gerard Dwan,

I 'm not able to view this article. Can you please help me to know what is this article about?

Regards,

Sarvesh

[Brian Bakker · Accepted solution]

@Sarvesh Katnesh 

This issue is fixed in Tokyo Patch 4 and Utah, so we recommend you upgrade to a version that contains the permanent fix.

The workaround is to add 'enable-exact-match = false' attribute to the sn-search-combobox of the Typeahead Search [sp_widget] record.

To view the KB article, you need to be logged into the ServiceNow Support portal.

Best regards,

Brian

[Sarvesh Katnesh]

@Brian Bakker 

Thanks for the workaround which you have provided. Need to know one thing, whether this issue fixed in Utah only? Because we already have upgraded to Tokyo Patch 8 but still issue is there.

Regards,

Sarvesh