Service Desk 7.3.2 and higher
First check that the Lucene builds are working ok by ensuring that other content, such as approved articles for example, are being returned ok in a Knowledge Management Search. If they are, but the contents of documents (such as .pdf, .docx, and .doc) are not being indexed then the cause is one of two things:
- Not licenced for Active knowledge. Service Desk customers on 7.3.1 and 7.3.2 may not have purchased this option. All Service Desk customers on 7.4+ are entitled to Active knowledge but it is worth checking that it hasn't been omitted from your licence key.
- Not having JVM installed on the server. Here is an extract from the LDSDSetup.pdf for 7.3.2 which relates to this:
"Prerequisites. The Supported Platforms document details the hardware and software prerequisites for the LANDesk Service Desk Suite, including the supported operating systems, databases, and e-mail systems. Most additional software prerequisites are installed by the Service Desk Suite installer. However, if you are using Active Knowledge to index external documents, you need to install a Java Virtual Machine (JVM) on the web server that is running TPS.
An installation program for a JVM is provided in the Java Virtual Machine folder of the LDEN-35-732 - LANDesk Additional Resources CD. Run jre-6u17-windows-i586.exe on the TPS server."
NOTE: From 7.5 the JVM component is automatically installed as a part of a server install
IMPORTANT: If you had to make any changes as details above then you will need to rebuild your knowledge base before you will be able to search the contents of documents.