Hi Expert, Thanks in advance š
We are facing issue in SNOW when creating new knowledge article. When we create any new article in SNOW, that article is not available for first 24hrs.
It cannot be searched with keywords or meta or short desc. immediately after creating the article. Previously it was not the same. One can only search the article when you search the KB number where we search for tickets or global search.
After some hours it can searchable , I have checked everything it good like its published and no criteria.
What can be the Root cause?
Hi
1) Couple of things to look at which you need to do as without looking at the instance it is difficult to predict or debug on what is happening:
a) Since you have mentioned that after 24 hours the articles are getting visible, I would suggest to look at "Text Search Table" configuration settings and see if that is restricting it or not:
To do this, please follow the steps below:
1) Navigate to "Search Group" module as shown below:
Search for Name as "Knowledge & Catalog" as shown below and open the same and scroll down to Related List named as "Text Search Table" and open the record for Knowledge.
Open this record and see if what conditions are listed here and this might be the reason Knowledge article are not getting searched.
Try running the same Conditions in the List view of Knowledge and see if the articles you are looking for is getting returned or not in the List view:
B) Second thing to look at from portal aspect is whether your Knowledge Base is linked or not to the portal if you are searching it from Portal as shown below:
Navigate to Portal module and open your portal record and check in Related List if Knowledge Base are linked or not:
C) Third thing to check is the articles which are not visible when searched - Check if there are any ACL or Before Query Business Rule written which might be restricting it from getting visible when searched.
Is it happening only for a particular set of users or for all including admins?
Refer the HI article below which may be useful for your debugging:
d) https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0692456
e) Also there has been approaches mentioned by other experts on rebuilding the text index on KB Knowledge table which you can try and see if that works or not:
https://community.servicenow.com/community?id=community_question&sys_id=b3871034db7a84d413b5fb24399619ec
Have shared 5 different ways to try and see if those works for you or not and let me know how it goes.
Hope this helps. Please mark the answer as correct/helpful based on impact.
Regards,
Shloke
Hi
1) Couple of things to look at which you need to do as without looking at the instance it is difficult to predict or debug on what is happening:
a) Since you have mentioned that after 24 hours the articles are getting visible, I would suggest to look at "Text Search Table" configuration settings and see if that is restricting it or not:
To do this, please follow the steps below:
1) Navigate to "Search Group" module as shown below:
Search for Name as "Knowledge & Catalog" as shown below and open the same and scroll down to Related List named as "Text Search Table" and open the record for Knowledge.
Open this record and see if what conditions are listed here and this might be the reason Knowledge article are not getting searched.
Try running the same Conditions in the List view of Knowledge and see if the articles you are looking for is getting returned or not in the List view:
B) Second thing to look at from portal aspect is whether your Knowledge Base is linked or not to the portal if you are searching it from Portal as shown below:
Navigate to Portal module and open your portal record and check in Related List if Knowledge Base are linked or not:
C) Third thing to check is the articles which are not visible when searched - Check if there are any ACL or Before Query Business Rule written which might be restricting it from getting visible when searched.
Is it happening only for a particular set of users or for all including admins?
Refer the HI article below which may be useful for your debugging:
d) https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0692456
e) Also there has been approaches mentioned by other experts on rebuilding the text index on KB Knowledge table which you can try and see if that works or not:
https://community.servicenow.com/community?id=community_question&sys_id=b3871034db7a84d413b5fb24399619ec
Have shared 5 different ways to try and see if those works for you or not and let me know how it goes.
Hope this helps. Please mark the answer as correct/helpful based on impact.
Regards,
Shloke
