Retired articles are visible in Employee Service center Portal

Sarvesh Katnesh · ‎06-08-2023

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?

Brian Bakker · ‎06-12-2023

@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

View solution in original post

Brian Bakker · ‎06-09-2023

Hello @Sarvesh Katnesh

This issue has been reported before, where AI Search shows retired Knowledge articles in search results. The root cause was because the retired Knowledge articles in search results were coming from a different Indexed Source, and not the Knowledge Table indexed source. In this case, it was found that they were coming from the Catalog Item Table [sc_cat_item] indexed source. When you use the AI Search > Preview > Search Preview tool that comes with the free Advanced AI Search Management Tools, after selecting the correct AI Search Profile, you can narrow down the source table where the retired article is coming from using the Table Explorer in the left hand pane.

The solution to fix this is to create the appropriate filter for the indexed source where the article originates from. For example, if the source for these retired articles is table [sc_cat_item_content], which is a child table on the "Catalog Item Table" indexed source, then you add the appropriate filter to the "Catalog Item Table" indexed source, such as -

a. Content item .Content type -> is not -> KB article
b. Content item. KB article. Retired-> before -> This Year

Once the appropriate filter has been applied to fit your needs, re-index ALL tables for the indexed source, and now you should no longer see the retired KB articles in your Search Results.

Hope this helps.

Regards,

Brian

Sarvesh Katnesh · ‎06-09-2023

Hi @Brian Bakker,

I tried your solution, but still retired articles are searchable. I tried to apply the filters which you have mentioned to "Catalog item Table" indexed source and indexed all the tables, but this not worked.

Brian Bakker · ‎06-09-2023

@Sarvesh Katnesh

Which indexed source are these KB articles coming from in the AIS Preview tool? The solution is only an example and is dependent on the source table they come from. I suggest you raise a case with support if you need further assistance.

Regards,

Brian

Sarvesh Katnesh · ‎06-09-2023

@Brian Bakker

Indexed Source is kb_knowledge only which is coming from AI search preview. I applied necessary conditions there also but didn't worked. Now will try to raise a case with support.

Thanks for your help.

Regards,

Sarvesh