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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 Geneva and onward with the Knowledge Management v3, that has introduced the system property 'glide.knowman.search_character_limit'. This 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:2018-06-29 03:13:32
Published:2018-06-29