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

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Article ID: 133074

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Updated On:

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>

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.

Environment

Release : 17.x

Component : SDM KNOWLEDGE TOOLS

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.

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