knowledge categories not showing when viewing the knowledge base

[Les1]

Looking at a knowledge base definition record I see many categories in the related list "knowledge categories" that dont seem to come through when viewing the knowledge base (from a user's point of view such as Service Desk/Knowledge )

This came up due to troubleshooting when  a category disappeared after being renamed by a team mate.

Please shed light or provide troubleshooting that i can perform to figure out whats happening with our knowledge categories. Thanks!

 

[Les1]

I will also mention, there ARE articles in a Published state for the categories that are missing.  (i presume if no articles are published, then the category disappears similar to Service Catalog)

i'll also mention, maybe its more at the ARTICLE level than category?  So i've found that for an article of the affected category, i can not FIND the article using the search within the Knowledgebase widget, but if i put that article # in the overall Search field, it can find and bring me to the article directly. 

[Prateek kumar]

Can you check this out:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0692627

[Les1]

thanks Prateek, i will look at that, but this is in the Platform view, not the Service Portal.. but may be a related issue?

to view the knowledge base in the platform, am going to Service Desk/knowledge or Knowledge/Homepage  which resolves to knowledge_home_launcher.do

[Les1]

also, we do not currently have issue with our public facing knowledge base on /SP being blank

[Les1]

I'm wondering if somehow affected articles, though the state is "Published" are still being processed as not published and thus not being seen by the system and thus not showing the category, we have the sys_property to omit category if no articles are found.

update: i changed the property = glide.knowman.show_only_populated   to false and the categories display.

what would cause the articles to be processed as something other than Published though their state IS published? or some other reason they arent displaying... i'll investigate this further...