"Unable to find a Knowledge Category that matches..." appears when searched knowledge documents

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager

Issue/Introduction

When a user searches knowledge documents from a ticket, an error message "Unable to find a Knowledge Category that matches <Area_Name>" appears. 

A stdlog shows the following error message. 

06/01 15:50:45.40 SDMSV   web:local 7756 ERROR ktweb.spl 4041 get_kcat_id: Unable to convert SD category, <Area_Name>

Environment

Release : 17.x

Component : SDM KNOWLEDGE TOOLS

Cause

If there is no Knowledge Category with the same name as the "Request Area" specified in a ticket that a user executes the knowledge document search despite that a user selects the "Request Area" as search information, the error message will be displayed.

Resolution

In order to remove the Request Area from the search information, please follow the below steps.

1. Open [Administration] tab and go to 'Knowledge' > 'Service Desk Integration' > 'Request/Incident/Problem Search Configuration.
2. Turn off the option "Request Area" and click .
   
   

NOTE: You do not have to restart the Service Desk server after the above change.