question Re: Global search - Knowledge articles counted but not shown in the list in ServiceNow AI Platform forum

Global search - Knowledge articles counted but not shown in the list

david_legrand — Mon, 11 Apr 2016 15:44:17 GMT

Hi,

One of my customer is on Fuji patch 8 with a lot of knowledge articles and they are using the global search quite a lot.

Recently, when the user (whatever the role) is entering some text/keywords on the global search (top right search field), they can see how many articles contain this text (so the search is working properly) but they can't see anymore the list of articles.

The similar feature using the catalog items/tasks/... is working properly.

I suspect some developers to have made mistakes but as a lot of things is happening in parallel where I am not involved at all (apart for fixing issues), it's hard to find out what it could be (property, ui page, ui macro).

Did you ever see this issue before? (no, it is not the "plus" on the left of knowledge base ) Do you have tips to try to understand what is actually happening? (tried the debug feature without success)

Re: Global search - Knowledge articles counted but not shown in the list

Michael Fry1 — Mon, 11 Apr 2016 16:17:36 GMT

The number shows articles that matches their criteria, but not the same as articles they have access too (not talking about dom sep). So the 4 articles might have a role on them that to limit who can read them or access them.

Re: Global search - Knowledge articles counted but not shown in the list

david_legrand — Mon, 11 Apr 2016 22:07:07 GMT

That's a good point, I'll check if anyone touched the User criterias and will come back

And thanks, didn't know it was "match the criteria" and "visible by you"

Re: Global search - Knowledge articles counted but not shown in the list

david_legrand — Tue, 12 Apr 2016 11:50:37 GMT

I have continued my investigations:

I have 100,000 knowledge articles including 30,000 published articles, could it provoke failure on the global search? I don't think so we had most of the articles for a log time

Few weeks ago, we moved from Knowledge v2 to Knowledge v3 but didn't see any issue after that

I have looked into the sys_update_xml list and nothing is out of order between the last time the user used it and when the user couldn't use it anymore

I have looked the user criterias but it seems ok, specially as the "knowledge homepage" is working fine and because the issue also concern admin users

No business rules "query" or read ACL who could provoke issues

No property seems to be out of order

I have rebuilt the text index just in case

Most of the articles haven't been updated for a long time (unless if the developer hide it but i don't think so)

Re: Global search - Knowledge articles counted but not shown in the list

david_legrand — Tue, 12 Apr 2016 12:47:10 GMT

I have one difference between the normal feature on demo instances on Fuji and the customer instances.

When I click on the "Knowledge Base" link (where we have 4 in this example), on a normal demo instance, I have:

But when I do the exact same click on the customer environment, I have:

So that means the "search keywords" aren't really sent to the kb_find UI Page.

Re: Global search - Knowledge articles counted but not shown in the list

david_legrand — Tue, 19 Apr 2016 09:00:36 GMT

And the reason was someone modified too much the kb_search_results UI macro...

Thansk for the help