Knowledge Base Search does not display anything

Document ID : KB000008722
Last Modified Date : 14/02/2018
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Issue:

Knowledge base search has been working in old patch level 14.1 cumulative 3, but not since we patched to cumulative 4 recently. We can still browse documents but not search for them.

Environment:
ServiceDesk Manager 14.1
Cause:

Problem related to the .ebr index files located in $NX_ROOT\site\ebr directory.

Resolution:

This problem may be fixed by running the pdm_k_reindex command from a prompt.

Whenever a knowledge document is created, it will build the indexes and add the necessary information to the ebr files.
Also, whenever pdm_k_reindex is executed, it will build the ebr files if it does not exists and if the .ebr files exists, the command will fill the gaps if any.

Whenever there are amy Knowledge Document Search issues we recommend the customers to run pdm_k_reindex command so that it will refresh the index information in the .ebr files used by the Search Engine.

 

Additional Information:

See command details:

https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/configure-the-ca-sdm-environment/search-engine-configuration#SearchEngineConfiguration-KnowledgeReindexUtility