Incident Related Search

[KRISHNACHAR0083]

User is working on incident and he is trying to attach the knowledge articles which is related that incident issue. User having read access to that article. But here the problem is when the user trying to attach the knowledge article by using Related Search in the incident form, he is not getting that article. At the same another article which is similar to previous one, he can able to get in the Related Search.

Example:

1. Kb123456 able to get

2. Kb326182 not able to get 

He is getting error message as no matching results found for kb326182

[yashkamde]

Hello @KRISHNACHAR0083 ,

Search KB326182 directly on the Knowledge homepage/global search.

If it shows there but not in Related Search, it's a Contextual Search config issue :

Navigate to Contextual Search > Search Contexts

open the relevant context (e.g case/incident knowledge base search) → check Resource Configuration (related list) → Knowledge → verify the Search Resource Context Properties condition isn't excluding that
KB/category.

If my response helped mark as helpful and accept the solution.

[KRISHNACHAR0083]

I checked in the knowledge home page search as well. There also it is not showing. What do you think about this issue.

[yashkamde]

since one article shows and the other doesn't, the issue is more likely at the individual article level rather than the whole KB being excluded.

checks you should perform :

• Open KB326182 and confirm workflow_state = Published
• also check Valid To date
• check short desc field, If it's blank or doesn't contain relevant keywords matching the incident's short description, it won't surface.
• Knowledge Base → related list Can Read (user criteria).

If my response helped mark as helpful and accept the solution.