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Description

Knowledge search ignores search terms containing fewer than 3 characters. For example, the Japanese word 'Tokio' (東京 ) does not return results, but ' Tokio office' ( 東京オフィス) does return results. Search works as expected on the kb_home.do UI page.

Steps to Reproduce

  1. On an instance with the I18N Japanese language installed, create a knowledge article with the Short description 東京.
  2. Navigate to Self-Service > Knowledge.
  3. Search for 東京.
    No results are returned.

Workaround

This problem has been fixed in the Fuji release (and onward) with the Knowledge Management v3, that has introduced the new property 'glide.knowman.search_character_limit', which can be set to the value 2, allowing searches for shorter terms.

Ref.:

https://community.servicenow.com/community/service-automation-platform/knowledge-management/blog/2016/03/15/all-things-upgrade-considered-knowledge-v2-to-v3

https://docs.servicenow.com/bundle/helsinki-release-notes/page/administer/reference-pages/reference/r_AvailableSystemProperties.html

 


Related Problem: PRB629834

Seen In

Fuji Patch 5
Fuji Patch 7 Hot Fix 3
Geneva Patch 3 Hot Fix 2
Geneva Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-12-27 21:50:21
Published:2015-07-06