Knowledge search is not finding the correct knowledge articles

[kgd1958]

Knowledge search is not finding the correct knowledge articles, for instance a KB Article has Mac as meta data, separated by comma and space from other meta data. When typing MAC it brings up several articles but not the article we are wanting. Meta data also contains other words but none seem to bring up this KB Article.

This scenario is repeated with several other articles.

What could be the issue?

[Erik24]

Does it matter if there is a space after the comma or not (mac, cheese, mac_and_cheese...) is the "no spaces" part only within one tag? I've seen examples of both in posts.

I've also seen some add a row break between words, like:

mac

cheese

mac_and_cheese

I've seen the use of capital letters in meta tags as well, not sure what effect it has.

These posts are some I've used before: 

https://community.servicenow.com/community?id=community_blog&sys_id=c5bc6a25dbd0dbc01dcaf3231f9619eb

as well as

https://community.servicenow.com/community?id=community_blog&sys_id=f91e226ddbd0dbc01dcaf3231f961910

[Pam Calvey]

I can tell you this is the only format that works in my system. When I took over, my developers told me to use that format, I've tested it, and it really is the only format that works. I don't know about line breaks. I would use the format I gave you and test that. 

[Jon Morey]

I am wondering why the meta field is not available on our system.  Any thoughts?  I am trying to add it for my KB articles to improve my search.

[Pam Calvey]

What are you running? My instance has San Diego with Advanced Plug in, and I see it in the Standard Template on a new record. I don't remember if I had to add it or it was just there. 

[Jon Morey]

Thank you for asking Pam.  I have found my problem - which truly was my problem.  I was looking under KB template Personalized List Columns.  Not the right place.   I am all setup and the meta data is working perfectely!