Knowledge Number is not searchable on service Portal
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4 weeks ago
Hi,
I have noticed an issue when searching by Knowledge Number on the Service Portal. When I search using a Knowledge Number, it returns “No results” for non-admin users. Could you please help me understand the reason for this?
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4 weeks ago
Enable 'Debug Security Rules' as admin, then impersonate the user and see which ACLs are failing.
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Friday
Hi @amankrsingh ,
Adding to @WillieW point — this usually happens because the Service Portal search queries fields that non-admin users don’t have access to, often the number field. When any field in the search query fails an ACL check, the article won’t appear in results even if the user can view it normally.
You can verify this via Debug Security Rules. To fix it, either grant read access to that field for the required roles or remove the restricted field from the portal search source.
If you found this useful, please mark it as Helpful and Accepted.
— Ankit
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Friday
on portal, search specifically related to KB articles, gets more score, when you search by short description (title) of the article, description , meta tags.
Its doesn't usually work with KB number.
