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‎03-31-2020 02:32 PM
I am currently learning about knowledge management and how it works in ServiceNow. The problem is only around the search results.
Problem: Whether in the Service Portal or Knowledge Portal the search field does not return the demo knowledge articles that exist in the instance; example "What is Spam?" is a demo knowledge article. The search in both portals only returns results from the community questions portion, not the knowledge articles.
Knowns: I can explore/navigate through both the service and knowledge portals to the knowledge articles, I can see them, and I can open them for viewing from the portals. These are published articles I am looking for and all of them expire in 2100; this is demo data.
I have searched on titles, words, and directly referenced the KB number for the articles. Yet in all cases search does not search the knowledge articles from any knowledge base.
What have I got wrong? The only change to this instance is LDAP import and SSO has been configured. Everything else is stock. I am making the assumption that the demo data should be valid to be searched for.
Can you help out a newbie? Thank you.
Solved! Go to Solution.
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‎04-01-2020 08:38 AM
Thank you Jeff for posting a suggestion. I literally stumbled across the cause of why search was not finding knowledge articles. I found a post talking about how ServiceNow has to index tables to make them searchable. Some reason on my dev instance this was turned off for kb_knowledge. Which makes me think this was a cascade effect by something else that I am not aware of.
Solution:
Navigate to System Definition > Dictionary
Under the kb_knowledge table the state was Not Started. Click on the table and then under Related Links, click Regenerate Text Index.
Once the table index was rebuilt, search in the Service Portal worked. Now I got to figure out why and how to prevent this from happening in the future.
Regardless, thank you for pitching in to help.
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‎03-31-2020 06:01 PM
My first guess is that there may be a problem with your search sources for that portal. Take a look at this doc and check your setup. Ensure knowledge bases is there.
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‎04-01-2020 08:38 AM
Thank you Jeff for posting a suggestion. I literally stumbled across the cause of why search was not finding knowledge articles. I found a post talking about how ServiceNow has to index tables to make them searchable. Some reason on my dev instance this was turned off for kb_knowledge. Which makes me think this was a cascade effect by something else that I am not aware of.
Solution:
Navigate to System Definition > Dictionary
Under the kb_knowledge table the state was Not Started. Click on the table and then under Related Links, click Regenerate Text Index.
Once the table index was rebuilt, search in the Service Portal worked. Now I got to figure out why and how to prevent this from happening in the future.
Regardless, thank you for pitching in to help.
