1 2 Previous Next 20 Replies Latest reply: Aug 29, 2012 7:53 AM by Laurent Matheo RSS

Knowledge search not showing results from template sources

rjspindler

Working in Knowledge Mgt for the first time and looking for some guidance.  We're running v7.6.04.  In our test environment, I've set up a simple knowledge article using the RKM:Reference Template.   Bottom line is that when I do a search with a keyword I know is valid, it is only returning entries from Incidents, not from Reference.  If I go into advanced search and specifically select Reference only from the list of sources, it returns 0 rows.

 

Based on previous forum entries, I have already verified that FTS is enabled and have forced a re-index.  Visiblity is set to All.

 

There must be something obvious that I'm missing.  Any thoughts would be appreciated.

  • 1. Re: Knowledge search not showing results from template sources
    Laurent Matheo

    Hi

    Is the article "pusblished" (not in draft or another state)?

  • 2. Re: Knowledge search not showing results from template sources
    rjspindler

    Oh sorry...key piece of information.  Yes the article is published.

  • 3. Re: Knowledge search not showing results from template sources
    Laurent Matheo

    Ok ^_^

     

    When you said you reindexed FTS, that means you used the reindex from "FTS" tab in Server Information, or the "rebuild index" from the RKM console (manage sources if memory serves).

  • 4. Re: Knowledge search not showing results from template sources
    rjspindler

    Both.  Full re-index from the FTS tab first, then rebuild index of just two template sources (Reference and HowTo).

  • 5. Re: Knowledge search not showing results from template sources
    Laurent Matheo

    Try just the one from "RKM console", but before enable FTS and SQL logging (not in the same file) to see if the FTS does its job.

    Check also in "/db/" folder if you don't have any errors in the log files (fts).

  • 6. Re: Knowledge search not showing results from template sources
    rjspindler

    FTS log appears as I would have expected.  Multiple entries similar to "Received indexing completed signal for schema 2791, field 240001005"

    I don't see any errors of any kind in the SQL log.

    arftsplugin.log shows "Java plug-in server has initialized plug-ins for all 5 core threads. The server is ready to receive RPC calls."

  • 7. Re: Knowledge search not showing results from template sources
    Laurent Matheo

    I just made a test in 7.6.04 sp2 on a reference article.

     

    Logging FTS, in log file "arftindx.log" you should have kinda this (I removed the time date and so on):

     

    Article text:

    Indexing data for schema 2856, field 302311210, entry 000000000000001|KBA000000000002 [this is a big test for us all knights Once upon a time in fairy land.]

    Successfully indexed data for schema 2856, field 302311210, entry 000000000000001|KBA000000000002

     

    As for the keywords I defined, it was this entry:

    Indexing data for schema 2856, field 302301262, entry 000000000000001|KBA000000000002 [time erf hourra]

    Successfully indexed data for schema 2856, field 302301262, entry 000000000000001|KBA000000000002

     

     

    KBA000000000002 is the article ID.

  • 8. Re: Knowledge search not showing results from template sources
    rjspindler

    Definitely NOT seeing that!  I searched for the word "success" and found nothing.  Its simply a series of the sample I indicated above for multiple field IDs.  There are no keywords set up for the test entries.  We only filled out the required fields.  But I would have expected the article text entry and did not see it.

  • 9. Re: Knowledge search not showing results from template sources
    Laurent Matheo

    Try to enable fts logging, then create a new article (from scratch) and see if the log file I mentionned "moves" when you "publish" it. Sometimes it takes a couple of minutes.

    I guess you have a visibility group and everything?

  • 10. Re: Knowledge search not showing results from template sources
    rjspindler

    Visibility group is set to the default Global/All group.

     

    afrtindex - nothing but the on/off entry

    <FTI > <TID: 0000003056> <RPC ID: 0000080746> <Queue: Admin     > <Client-RPC: 390626   > <USER: Remedy Application Service                   > <Overlay-Group: 1         > /* Tue Aug 21 2012 08:48:36.6370 */FT Indexer Trace Log -- ON (AR Server 7.6.04 SP2 201110080614)

    <FTI > <TID: 0000003056> <RPC ID: 0000081601> <Queue: Admin     > <Client-RPC: 390626   > <USER: Remedy Application Service                   > <Overlay-Group: 1         > /* Tue Aug 21 2012 09:24:29.5080 */FT Indexer Trace Log -- OFF

     

    arjavaplugin -

    2012-08-21 08:49:09,812 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:63) - Updating fields from RKM:ReferenceTemplate of type 5

    2012-08-21 08:49:09,814 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:64) - GUID is: KMGAA5V0G8KV8AMJDVLWD26DYTFLSP

    2012-08-21 08:49:09,814 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:65) - RequestID is: 000000000000102

    2012-08-21 08:49:09,814 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:66) - On Action: CREATE

    2012-08-21 08:49:09,962 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:231) - Getting...0,5,Reference

    2012-08-21 08:49:09,962 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:244) - Getting Special Mapped values

    2012-08-21 08:49:09,962 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:255) - 'FormName' = "RKM:ReferenceTemplate" AND 'Title' = 0

    2012-08-21 08:49:10,065 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:295) - 'FormName' = "RKM:ReferenceTemplate" AND 'Keywords' = 0

    2012-08-21 08:49:10,095 DEBUG [pool-4-thread-1] com.bmc.itsm.rkm.filterapi.operations.UpdateKAMMappings (UpdateKAMMappings.java:333) - Submitting... KBA000000000302,,0,5,Reference

     

    One question....one of our developers is working on SSO so I assumed these messages were from that, but want to mention.  Got a series of these warnings in arjavaplugin when I turned FTS logging on/off.

    2012-08-21 09:24:29,527 WARN  [Thread-51] com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) - <ARSYS.ARDBC.REGISTRY>Null registry location

    2012-08-21 09:24:29,528 WARN  [Thread-51] com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) - <ARSYS.AREA.ATRIUMSSO>Atrium SSO Server Location Is Null

  • 11. Re: Knowledge search not showing results from template sources
    Laurent Matheo

    Weird. It's not normal you don't have anything in the index.

    Can you try to activate fts logs again, and reindex (from sources in RKM) and post the log file I mentionned?

     

    Disregard SSO I have the same errors when arplugin server starts even without SSO.

     

    One thing to try perhaps would be to add threads to the FTS queue (should be 390602).

    Please check "BMC Remedy Action Request System 7.6.04 Configuration Guide" page 297 to see how to do that:

  • 12. Re: Knowledge search not showing results from template sources
    Ashwanth Padmanaban

    folks,

     

    I am trying to better understand...so you have an article of type 'Reference' and in which you have a Tab called Details and under that there is a field called 'Keyword'...

     

    so if you have put in that 'Keyword' Field as 'terminal'...and published that Article and now you are searching this article specifying 'terminal' and expecting that this article should turn up in the search??

     

    what I think is in the Manage Knowledge Sources if we give the relevency field as 'Reference' or in the content field we define the field as 'Reference' then when you search the Knowledge Articles by specifying some words which are coming under Reference Field in your Article that would yield you the results instead of just mentioning the title name during the search...

    refer this screen shot..


    register reference template.jpg

    and this Keyword field somewhat i feel it as informational that it holds what keywords you can use when you are searching in Reference Field to retrieve this article...

     

    this is just my view about Keyword Field...and this is general for all the types of article reference, how to and ...

  • 13. Re: Knowledge search not showing results from template sources
    rjspindler

    What you describe is pretty much the case.  I'm using the out of the box RKM: Reference Template and whether I use a keyword or not, all searches are returning 0 rows from the out of the box template types.

     

    I haven't been able to test Laurent's last post yet.  I hope to be able to get back to this sometime this week.

     

    Thanks to all for the inputs and suggestions thus far.

  • 14. Re: Knowledge search not showing results from template sources
    Ashwanth Padmanaban

    even when you are typing in the article title...still are you getting

     

    " all searches are returning 0 rows from the out of the box template types".....or title search is working fine but when you mention any of the Keyword(just few words) which is there in the Reference Field of the Article...that time you are getting

     

    " all searches are returning 0 rows from the out of the box template types"..

     

    ???

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