Troubleshooting when Knowledge Search isn't working

Version 6

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.x

    Environment:

     

    Service Desk 7.5 and newer.

     

     

    Problem:

     

    When searching Knowledge I'm getting a blank or wrong result.

    The search might work in some applications, for example, it works in Console but not in Web Desk or it might work for some users in Web Desk but not for others.

     

     

     

    Troubleshooting:


     

    1. Did your Knowledge build successfully?

    - Go to your "Administration" Component - "Knowledge Management Administration" Shortcut and check your "Queue Entries" under "Knowledge Settings". Make sure that the latest Knowledge Build was successful. If this is still pending or in progress, go to step 3.

     

    queue_entries.png

     

     

    2. Is the Knowledge you want in your knowledge search being build?

    - If your Knowledge is building successfully, make sure that it's building the correct content. In your Queue Entries you can double click on the latest Knowledge build. This will give you a list showing how many entries for each object has been included in your knowledge. If you for example are expecting to see Incidents in your search, make sure that there are values from the Incident Object being build. If not, you will need to set the Incident Object to be knowledgeable, which you can do in Object Designer. (See our Knowledge Management Manual: http://community.landesk.com/support/docs/DOC-31252)

     

    queue_entries2.png

     

     

    3. If your Knowledge didn't build successfully, check that your Background Service is running successfully.

    - Your Background Service is responsible for building the Knowledge. If there is something hindering Background Services to work, it might not be able to build the knowledge properly. Restart your Background Service and check your Application Event log to see if you have any error messages. If you do have an error message in here, please do a search for the specific error on our Community to find the answer.

     

     

    4. Are you connecting to the right Knowlege build?

    - If your Knowledge search is working in Console but not in Web Desk or in one Web Desk but not in another, or if you are using load balancing and knowledge is sometimes working and sometimes isn't, then it's most likely that not all applications are directed to the same knowledge build.

    When you build your knowledge you are building it externally to the database. Every application that you set up will have a setting called: "Free Text Search Index Path" and this path is where the knowledge will be build to. All Applications will need to point to the same path should you want them all to connect to the same Knowledge build.

     

    To check this, log on to your Configuration Centre. Start with clicking "Edit" on your main Service Desk application and make a note of your Free text search index path.

     

    configuration_centre.png

     

    configuratiion_centre2.png

     

    Then go through all your applications to make sure that they are all pointing at the same path.

     

    If you are using more than one Server for your Applications, make sure that the folder storing the build is shared and that you are using the Network Path in the Free Text Search Index Path. Also make sure that the relevant permissions are added. The Identity User for your Application Pool will need to have read access to the build. Most likely this will be "NetworkService".

     

    share.png

     

     

    5. If your knowledge build is building successfully, but you are still not seeing any result in your Knowledge Search.

    - Open up Windows Explorer on the Server where you store your Knowledge build. Check that there is an Index folder in this location and that the 'Date Modified' is the date the Knowledge was last build. If this is not the case, delete the Index Folder and rebuild your knowledge. Your Index folder will be recreated.

    If your Index folder is not recreated, please go back to step 4 to make sure you are building the Knowledge to the correct location.

     

    index.png

     

     

    6. If you are seeing some result but not all results.

    - Check to see if you are using Domains for your Articles. If you have Domains set up the User you are logged in as will only be able to see the Articles related to the User's set up Knowledge Domain. Please see the Knowledge Management Manual for more information: http://community.landesk.com/support/docs/DOC-31252