Newly created Knowledge Articles not showing when searched

sujan0119
Tera Expert

3 hours ago

Hi Team,

 

We recently upgraded our DEV and TEST instances to the Australia Version and have encountered an issue with the Knowledge Article search functionality.

Users are unable to find newly created articles using the Typeahead Search on the portal, the search returns "No results found." However, the same articles are visible when users manually navigate through the relevant Knowledge Category on the portal. Additionally, the articles can be searched and located successfully by Admins. Please help.

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3 REPLIES 3

Tanushree Maiti
Tera Patron

3 hours ago

Hi @sujan0119 

 

1. Refer KB: KB0819889 Typeahead Search widget fails to show any results or suggestions 

Resolution

To enable typeahead search suggestions:

1. Go to the System Properties [sys_properties] table.

2. Search for the glide.service_portal.search_as_you_type_behavior property.
https://<instance-name>.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=c7792ff60f0033003ff3cbb2ff767ed7

3. In the Value field, enter:

  • Suggestions to enable Search Suggestions
  • Typeahead to enable typeahead functionality

Note: You can only choose one.

4. Select Update.

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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Tanushree Maiti
Tera Patron
In response to Tanushree Maiti

3 hours ago

Hi @sujan0119 

 

Also in Australia version , there is following fix on AI Search

 

AI Search

PRB1841579

sn-search-combobox-desktop's use of createGraphQLEffect dispatches errorActionType due to a 401 error for public GraphQL endpointsThe batch request fails due to 401 even though the GraphQL request in the batch was actually successful.
  1. Set the Service Portal home page to public.
  2. Set the Typeahead Search widget to public.
  3. Open Service Portal without logging in.
  4. Open Developer Tools.
  5. Select the 'Search' box.

Observe in Seismic Dev Tools that the batch request failed due to 401. Then, observe in the Network tab that the GraphQL request in the batch was actually successful.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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Tejas Adhalrao
Kilo Sage

3 hours ago

Hi @sujan0119 ,  pls check

 

  • User Criteria
    • Verify that the affected users satisfy the Can Read User Criteria on both the Knowledge Base and the Knowledge Articles.
    • Compare a working admin account with an affected end user.
  • Search Index
    • If you're using AI Search or Zing Search, ensure the newly created articles have been indexed after the Australia upgrade.
    • Try rebuilding or refreshing the knowledge search index and verify there are no indexing errors.
  • Search Source Configuration
    • Check the Search Source used by the portal's Typeahead Search.
    • Confirm that it is pointing to the correct Knowledge Base and that no filters are excluding recently created articles.
  • Knowledge Article State
    • Verify the articles are Published, valid, and not restricted by workflow or domain separation.

 

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