The knowledge document cannot be found by the KT search engine when the search keyword is in Japanese/Chinese/Korean although the parse settings has been set the "Korean".

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Article ID: 18264

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Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

The knowledge document cannot be found by the KT search engine when the search keyword is in Japanese/Chinese/Korean although the parse settings has been set the "Korean".

Solution:

When SDM creates the search index for the knowledge document, SDM recognizes the meaningful words in a sentence as follows.

For example, a space is placed between word and word in the English sentence. SDM recognizes that a part of characters that is sandwiched by the space as the meaningful word, and create the search index using the word that SDM recognizes.

However, Japanese, Chinese and Korean does not put a space between word and word in a sentence because of the language rules. Hence, the mechanism of SDM to recognize which the meaningful word is not suitable with the Japanese/Chinese/Korean language. SDM will use whole sentence to create the search index. So, the knowledge search doesn't work as the user expects.

In order to work with the knowledge search as the user expects, it is necessary to follow the below steps.

  1. Create the knowledge document.

  2. In the "Resolution" field on the document, add the keyword section as the following screenshot. The keyword section should have the meaningful word that user may use the keyword in order to find the knowledge document. Then, it is necessary to insert a space during the meaningful word.

    <Please see attached file for image>

    Figure 1

SDM will use each word in the keyword section to create the search index. This method will provide the expected behavior to user.

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component:

Attachments

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