Articles not using the standard KB template don't show up on Employee Centre Pro portal

[Rene Dugas]

Hi KBMs !

We've created a new article template recently in order to add more fields and functionalities.

We didn't want to make these changes in the Standard OOB template so we created a new one called Soutien TI.

When I create articles with that new template, the articles published from that template don't show up in the search results on our employee portal.  The read acces are correct, we didn't change anything on this part and we are using the same knowledge base.

At first I though it was something we did that was not correct, but I even tried with an OOB template "how to" and the result is the same.  Articles created using that template don't show up on the employee portal.

They do show up on our knowledge portal that is on "SP" type.

Any hints on what could be the issue ?

Thanks

[Eoghan Sinnott · Accepted solution]

Hi Rene, 

Are the articles using templates only not showing in the search results on the portal? Can you manually navigate to them through taxonomy topics or using "most recent" 

It could be an issue with the "Indexed Source" and that the templates aren't listed here. Go to AI Search - Indexed Source and then Knowledge Table. Check from there that the templates are listed in the Advanced Configuration/Field Settings & Mappings (or that there isn't anything in the conditions excluding them from being searched). 

Regards, 

Eoghan

[Rene Dugas]

Hum good point !

I've added them to a taxonomy and they do show up.

I'll have our Dev look at the indexed sources.

Thanks !