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Description

We were told the New York release supports multiple kb's in service portal, however, we are unable to search all bases.

Release or Environment

New York

Cause

1. One specific knowledge base is defined on portal record.
2. Knowledge bases search source has been customized.

Resolution

  1. There cannot be any specific knowledge bases defined on a service portal.
    Per our documentation, in order to search all knowledge bases within a portal there cannot be any knowledge bases defined in this related list. Here is the link to our documentation:

    Configure knowledge bases for a portal
    https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/product/knowledge-management/task/enable-search-on-all-kb.html

    2. Knowledge base search source has been customized
    - Please see the record for the Knowledge base search source:
    <instance name>.service-now.com/nav_to.do?uri=sp_search_source.do?sys_id=c6170ae86721220023c82e08f585efe6

 

Removing the specified knowledge base and reverting the search source back to out of box code will resolves the issue seen.

Article Information

Last Updated:2019-12-23 06:23:37
Published:2019-12-23