Knowledge Articles with Subcategories not showing up in filter

[sidneyyin]

Hi ServiceNow Community,

I wonder if someone can help me understand if I am doing something wrong here.  We have 5 articles that are in the knowledge base "Service Desk" under category A > B > C

Yet, when I run a search/filter for knowledge with this:

All > Knowledge base = Service Desk > Category = C

Nothing shows up.   I have tried switching the Category to B, or A, no results either case.  There is no way to change the category filter to be A > B > C.   Can someone advise how I can filter the knowledge base to display those 5 articles that are categorized under A > B> C?

[Lauren Methena]

Hi, @sidneyyin ! My first guess would be that your labels are off. So, for example, you probably have more than one label that includes "category." So, that could be throwing off the report you're trying to run in list view in the last 2 pictures.

Your categories could also be mislabeled. So, perhaps there's a "C" and a "c" or you could even have multiple "C" categories. If you have any mismatch between the element (i.e., category(kb_category) and the labels for your categories, you'll pull nothing. 

Are you the one who set up your categories or did someone help you? I would first double check that you put Categories A > B > C under the right "Service Desk." (We've had it happen where we have two parent categories, so two "Service Desk" categories, and then we accidentally put the subcategories under the wrong one.)

Then, talk to an admin to make sure that your knowledge base is pulling from the right table to pull those categories over. Make sure "Category(kb_category)" is the right element, versus some other element, such as "Category" or "KB_Category." (Just making stuff up - they can have really similar names, so these are examples.)

Keep trying different elements until you get the right one.

But most likely, this is a situation where something isn't mapped to something else in the right way.

Good luck! Please feel free to follow up with more questions. I hope this is helpful to you!

[sidneyyin]

Thank you for your detailed response!  Admins' set up the categories, but I know that there are many "C's" within other categories, so yes, there are duplicate subcategories named "C", but the "C" under category A > B is unique.  Meaning there is only one category that is "A > B > C".

Per my example here:

There are Categories:  X, Y, Z, A

Within A, there is a subcategory B

Within the Subcategory B, there is a Subcategory C (with the 5 knowledge articles)

There are also subcategory C's under X, Y, Z, but there is only one unique A > B> C category:

Also, I don't have the ability to use a magnifying glass to filter through the categories, which I believe, would solve my problem.  Neither Category(kb_Category).Full Category nor Category fields has that capbaility.  Only gives me "is" and then a field to type in the keyword.

[Dave Littlejohn]

You want to select "Category(kb_category)" as shown below:

Once selected, you will see the magnifying glass that I referenced previously:

The reason you are not seeing a magnifying glass for Category(kb_category).Full Category nor Category fields is that they are not reference fields. They are Translated Text and String fields respectfully.

[Dave Littlejohn]

Logically it looks like the correct steps to get the results you want.

The only thing I can think of would be category C has the same name as a category in a different knowledge base and that was selected unintentionally.

If you click the magnifying glass when selecting the category in the filter, it should open a new window which includes the parent id column. This would help ensure you are selecting the correct category.

OOB Example with "How To" category:

Hope this helps!