Knowledge Service Portal - odd searching behaviour?

[graham_c]

Hi all - and Happy New Year!

I've noticed some odd behaviour when searching for knowledge articles via the Service Portal. Basically when I have chosen a specific knowledge base via the portal and then try to search it ignores the knowledge base I've chosen.

In the example below I want to search the IT Support knowledge base, so I click into that.

This then shows all articles from the IT Support knowledge base.

If I then try to search for "outlook" using the search bar the widget refreshes and is now returning results from all Knowledge bases.

I know that I can then click on the Knowledge base under the "Refine Results" section to filter my results but I would have thought that it would have retained my choice from the Knowledge Portal homepage.

Anyone know how I can change this behaviour or is this a bug that I'll need to report to HI?

Thanks

[Alberto Consonn]

Hi and happy new Year too 🙂

I had the same issue some days ago, please check and apply the solution provided in the article below (it's a known error):

https://hi.service-now.com/kb_view.do?sysparm_article=KB0714483

Enjoy 🙂

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[graham_c]

Hi Alberto,

Thanks for the help with this. I've tried the resolution but it doesn't appear to have made any difference. It seems this might be a separate issue.

Thanks

[tonemking]

Hi,

We came across the same issue. I had to modify two widgets (Knowledge Search and Knowledge field facet) to retain the KB when entering in a new keyword. If you are still having trouble I can share in more detail what I had to do.

Tone

[nerd88]

Hi Tone,

Facing the same issue. Would be great if you can share more detail about the solution. 

NN