Searching for Knowledge Articles by KB Number

[Mark Laucus]

There are times when we will reference a knowledge base article by the record number of the article (KB0000015). Our challenge is it appears the number is not indexed in any of the searching algorithms and you cannot search for an article by number. Has anyone seen this before or knows how to address it.

[dmarkt]

We initially addressed this by adding the article number to the Metadata field, using formats = 123 and KB123. This worked well until we installed Spring 2010, which includes search by article #. But - I have found that search by number also "finds" matching articles based on the html code used for formatting the article! Very confusing when you can't tell why an article was included in the results.

[wallymarx]

Interesting. You should be able to search by article number--that is a Knowledge Base basic requirement.

Have you tried searching by article number using the global search, not the KB search?

[CapaJC]

With a properly functioning text index, the full number (e.g., "KB001123") has always been indexed as part of the article. If it's not, you should either regenerate the text index for your kb_knoweldge table or else contact Customer Support.

At some point in the recent past (for Fall 2010 maybe? I can't remember, but it would be documented in the Notable Changes...) we also started including just the digits ("001123") and also just the unpadded digits ("1123") in the text indexed terms for number and u_number fields, so users can search for any one of those.

[wallymarx]

http://wiki.service-now.com/index.php?title=Spring_2010_Stable_1_Notable_Changes