Tips for searching the known error database and other past records 



The following definition of a known error article makes the KB portal page Known Error Database a good first stop when looking for past records:

"A knowledge article created from a problem record is referred to as a known error article. A known error article can only be created from a Problem record and is composed of three main sections: the known error, steps to reproduce, and the workaround."


Searching for known error articles

In addition to searching the Knowledge Base (with or without filtering on the topic as "Known Error Database") the KB portal page at Known Error Database nicely sorts articles into common categories.  

It is also possible to search directly on the kb_knowledge table using a search string. This string allows for passing multiple search parameters and searching two relevant fields on the table using a 'contains' operator. To set up the search engine shortcut that allows you to search kb_knowledge table on Article Title (short_description) and Text (text) fields using multiple search terms:

    • In Chrome, navigate to Settings. Under the Search header, click the Manage Search Engines button.

  • In Firefox, navigate to the Bookmarks > Show All Bookmarks menu. In left navigation bar, right-click and select Bookmarks Menu > New Bookmark.

Add the search information below. (The shortcuts are just examples - adapt them to your personal preference):


Name Shortcut URL
Search Known Errors knerr  javascript:var%C2%A0s='%s';url='https://hi.service-now.com/kb_knowledge_list.do?sysparm_query=topic%3DKnown%20Error%20Database%5E';parm='#parm#';query='textLIKE'+parm+'^ORshort_descriptionLIKE'+parm;sep='^';t='';qc=0;for(i=0;i<s.length;i++){if(s.charAt(i)=='"')%C2%A0qc=qc^1;t+=((s.charAt(i)==' '&&qc)?'^':s.charAt(i));}args=t.split(/\s/);nurl=url;for(i=0;i<args.length;i++){if(args[i]!=undefined){args[i]=args[i].replace(/\^/g,' ');args[i]=args[i].replace(/"/g,'');nurl+=query.replace(new%C2%A0RegExp(parm,'g'),args[i]);if(i<args.length-1)%C2%A0nurl+=sep;}}location.replace(nurl,'< BR>');


Note: Since redirect is not allowed, this only works if you use the shortcut above from within the browser tab that is already logged in on HI. Since the request that leaves the browser only contains the URL, it honors access rights granted by the login credentials of the requesting user.


Use this as any other search engine, by typing the shortcut and space. You can pass as many search parameters as you want, as long as they are separated by a space. Multi-word search parameters should be enclosed in double quotations.

Example: Searching for Known Errors on update sets that create a record on dictionary, but not on the database:

It resolves to: 


If you want to search the whole knowledge base, just remove the 'topic' parameter (red above) and set a different search shortcut.

If you want to search the whole problem table, create another search shortcut and set the string below to it. This allows you to search Problem table on Description (description) and Short Description (short_description)

Name Shortcut URL
Problem search prob  javascript:var%C2%A0s='%s';url='https://hi.service-now.com/problem_list.do?sysparm_query=';parm='#parm#';query='descriptionLIKE'+parm+'^ORshort_descriptionLIKE'+parm;sep='^';t='';qc=0;for(i=0;i<s.length;i++){if(s.charAt(i)=='"')%C2%A0qc=qc^1;t+=((s.charAt(i)==' '&&qc)?'^':s.charAt(i));}args=t.split(/\s/);nurl=url;for(i=0;i<args.length;i++){if(args[i]!=undefined){args[i]=args[i].replace(/\^/g,' ');args[i]=args[i].replace(/"/g,'');nurl+=query.replace(new%C2%A0RegExp(parm,'g'),args[i]);if(i<args.length-1)%C2%A0nurl+=sep;}}location.replace(nurl,'< BR>');


Article Information

Last Updated:2016-10-21 06:43:17