Issue
A knowledge article written and published is searchable in normal UI, but inside Service Portal, the same knowledge article cannot be found when searched.
Release
Istanbul, Jakarta, Kingston
Cause
In Service Portal, by default, only one knowledge base is configured to be searched, unlike the normal UI where the search engine searches from all the knowledge bases.
Resolution
Check whether the knowledge article's knowledge base is the same as the one configured in the Service Portal knowledge base.
To link multiple knowledge bases to a Service Portal, you can add a new search source for the other knowledge articles so they can be included in the search results, if any articles match. Then, clone and customize the knowledge base widgets to include the other knowledge bases, for example, knowledge base categories.
Alternatively, the knowledge base query can be removed from the search source. Knowledge articles from all knowledge bases are listed as a result.
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- Go to <instance-name>/sp_search_source.do?sys_id=c6170ae86721220023c82e08f585efe6
- Delete or comment out line 7 of Data fetch script .
- Select Save.
Related Links
See the following Community articles for more information:
