search indexing problem on new knowledge article

[arebrot]

Hi.

Seems like the indexing of new article stop working this weekend.

All new KA created after sunday evening is not searchable in our knowledge base, anywhere.

We can view the new KA from Knowledge - Homepage - KnowledgeBase, when they are listed as last updated.

But no hit when we try seach in same page.

They are also listed in Knowledge - Knowledge Bases.

In incident window (knowledge view) only article made before the weekend is searchable.

There is not made any updates or so in the system in this period.

Any one else haveing this problem, or any clue where to start looking?

It may be an SQL problem, but then i may should have affected all KA, not only new ones..

[shruti_tyagi]

Hi Hans,

If you are unable to search new articles I would think text index events are not processed. You would need to look into events to make sure if events are processed or not processing.

Here is how you can start looking:

1. Go to sys_trigger table or Under System Scheduled --> Scheduled Jobs. Search for Name = text index events process. This is event process job to process text index events.

Check the state of job, if its running check from how long this job is running. This job run every 30 seconds check updated time to make sure from how long its running. This job is pretty quick to run and if its running since a long that is the indicator your are event are not processing or slow to process and hence text indexes are not created for new knowledge articles.

2. Second thing you can check is how many text index events are not processed. To check that open sysevent table, here is the direct link you can use:

https://<your_instance>.service-now.com/sysevent_list.do?sysparm_query=name%3Dtext_index%5Estate%3Dready%5EprocessedISEMPTY%5EORDERBYDESCstate&sysparm_list_mode=grid

This link will take you to event table, replace <your_instance> name, and will give you text events that are not processed. Monitor it for sometime to see if this number is going down. If this number is not going down and is in6 figures or millions I would recommend to contact servicenow to look into your events and to identify which event is slow to process.

Thanks

Shruti

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[tay1]

Hi Shruti,

I have similar issues. I can NOT see search results. I can see the various categories on the left panel that tells me where the documents are found but nothing is displayed in the main results section. I checked the index events as you suggested above and all are working and processing properly. Do you have other suggestions?

[shruti_tyagi]

Hi The Nguyen,

Is it happening on knowledge table? Are you able to search old records or nothing from them table?

Shruti

[tay1]

Shruti,

Yes. it's happening on knowledge table. I have plenty of records (some imported, some newly created within ServiceNow Knowledge module). All are published and active. Nothing is returned in Knowledge Search. I am able to search for these documents/articles in global search but NOT in Knowledge search.