Global Text Searches & Public Knowledge Articles

[Sabrina10]

I have articles that have the public role. When I search for them using the knowledge base search, the articles are displayed. But when I search for them using the global text search, the public articles are not displayed, only the internal articles show up. This is happening for anyone, admin included. It seems as if the Global Text Search is purposely excluding public articles.

I've tried searching the wiki and community and haven't seen any similar posting. Has anyone come across this and been able to resolve it? If so, how?

Thanks
Sabrina

[davida_hughes]

Can you check your settings for Global Text search, and under list of tables, do you see any knowledge tables?

(You can enter Global Text Search in your type filter text to bring up the module).

[davida_hughes]

On your search groups, you are going to need to remove the roles from the Knowledge & Catalog.

[Sabrina10]

That worked partially. Public articles now show up for admins and users with the knowledge role, but not for users without any knowledge roles

I didn't realize there was a correlation to the roles that allow someone to Global Search and the roles that are associated with an article.

[davida_hughes]

By default users with the itil and admin roles can search knowledge when using the global search. By removing all the roles, it becomes public. I'm still not sure why it isn't fully working. I was able to reproduce this in my instance and also on the demo site. Again, make sure that all roles are removed from the search group for the knowledge & service catalog. Also, make sure that you remove all the roles from the global text search so that it is available to everyone. If that still doesn't work, you may want to contact customer support.