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Searching for items in DWP relies on data from various sources - DWP Catalog data, ITSM data, DWP data.

 

Additional details on how search works in DWP can be found here.

 

The following flow diagrams can be used as a starting point to help troubleshoot issues finding some of the key items in DWP

 

 

For troubleshooting issues with SRD searches, use the flow below as a starting point:

 

Additional resources for numbered items

 

1) SRM Provider and Request Properties

 

2) Entitlement configuration/validation

 

3) FTS resources for SRM

 

4) Gathering ITSM logs for Support

 

5) Collecting DWP debug logs

 

 

For troubleshooting issues with KA searches, use the flow below as a starting point:

 

 

 


Additional resources for numbered items

 

1) RKM Troubleshooting (has a link to "Ash's Guide to Knowledge Management")

 

2) RKM Provider Details

 

3) Gathering ITSM logs for Support

 

4) Collecting DWP debug logs

https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2019/12/12/helix-support-working-with-entitlements-in-digital-workplace-catalog

For troubleshooting issues with DWPC Service searches, use the flow below as a starting point:

 

 

Additional resources for numbered items

 

1) Validating FTS and Enhanced Catalog configuration

 

2) Entitlement resources for DWP Catalog

 

3) Gathering DWP debug logs

 

 

 

Hopefully the above information will be helpful in troubleshooting search issues you may encounter in BMC Digital Workplace. If you do need to contact Support after collecting logs, here is some information on how to reach us.

 

 

Other BMC Digital Workplace resources