Knowledge articles are not found in Service Portal

[Gargichatterjee]

Hi,

We are using Servicenow Zurich Release (patch1). To implement some Virtual agent related usecase, I created some knowledge articles. When I search those from service portal, none of the knowledge articles are being found. In fact, not only the newly created but also the existing OOTB articles are also not found. Please help.

Thanks.

[GlideFather]

Hi @Gargichatterjee,

can you share more details?

Are the articles published? Are they in the catalog associated with the portal?

Maybe you wanto give more details to better understand your issue

[Gargichatterjee]

Yes sorry that I missed to paste screenshots.

PFB the screenshot for the knowledge article which I have created. But Service Portal is not able to search the OOTB articles as well.

Thanks.

[GlideFather]

Hi @Gargichatterjee,

I believe it's due to the empty category. Try to add a category, re-publish it again and try to search for it.

In my PDI, I did a quick simulation of this and published articles without category were not found while the ones with category were found...

You can create 2 dummy articles:

1. Pineapple does NOT belong on Pizza,
2. Pineapple DOES belong on Pizza.

1. with no category, 2. with any existing category, both published. And they search for "pineapple" or "pizza" and you will see what article will be displayed.

That can give you a good idea, try to replicate it similarly to this in your instance and let me know. 

EDIT: I tried it myself after all and the Category is not the problem, sorry:

[Gargichatterjee]

Hi @GlideFather ,

I have tried with other knowledge articles too, which has category , but same result. Service Portal is not able to search that too. I have tried to search using the article number as well as short description and with single string as you have shown in your example.

PFB the screenshot of the article:

Thanks.