On the ESC portal of Production, KB articles are not searched by using the short description.

[jaymala_marathe]

When searching with the KB article number on the Production instance of the ESC portal, ESC search returns knowledge articles. However, ESC search is not returning any knowledge articles when searching by KB article short description. When searching by KB article short description no knowledge articles are found. What should be the problem? Can anyone help with this issue?

[Sid_Takali]

Hi @jaymala_marathe  verify in Search Context 'cxs_context_config.list' menu. 

Regards,

Sid

[jaymala_marathe]

Hi,
We do not have Work Order [wm_order] table in our instance. Can you provide any alternative solution for this.

[jaymala_marathe · Accepted solution]

The following solution worked for me:

1. Open the "Knowledge Table" indexed source record
2. On the form, click on the "Field Setting & Mapping" tab.
3. Click the "New" button on the tab
4. Set the following fields, and then click "Submit" button
Indexed Source: Knowledge Table
Source: Knowledge [kb_knowledge]
Attribute: index_calculated_field
Field: valid_to
Value: true
5. Back on the "Knowledge Table" indexed source record in form view, click the "Index All Tables" button
6. After the reindexing is completed, test again in AIS Search Preview via wildcard search (to return all the indexed documents).
In the left side of the results, it breaks it down by table, see that kb* tables are listed -> If so, you can then proceed to search for specific KBs.

[Harsh_Ranjan]

@jaymala_marathe Thank You for the solution. It worked for me.