DE53799 - Knowledge search on Problem ticket with Problem Area not linked to knowledge category returns no results
Article ID: 187868
Updated On:
Products
CA Service Desk Manager
CA Service Desk Manager - Mobile Application
Issue/Introduction
Knowledge search within Problem ticket that has a Problem Area that is not linked from any knowledge category fails to return expected search results and search filter contains a black row which must first be cleared.
.
Environment
Release : 17.0, up to at least 17.2.0.6
Component : Service Desk Manager - SDM KNOWLEDGE MANAGEMENT
Cause
Product defect DE53799.
REPRODUCIBLE? Yes
STEPS-TO-REPRODUCE:
1. Log into SDM web interface as ServiceDesk with Adminstrator role
2. Under the top-level Administration tab, navigate to Knowledge > Knowledge Categories, create a new knowledge category named KCat01, close the window.
3. Under the top-level Administration tab, navigate to Knowledge > Service Desk Integration > Request/Incident/Problem Search Configuration, put a tick in the following two checkboxes and then click Save:
- Request Area
- Automatically run search when the Knowledge tab of a request / incident / problem is selected.
4. Under Administration tab, navigate to Knowledge > Knowledge Categories, right-click the knowledge category named KCat01 and select Edit Category, click on the tab named "1. Content", in the field named "Request/Incident/Problem Area, enter "Applications" (this is an out-of-the-box Area), click Save, click Close Window.
5. Within the Knowledge Categories window, right-click on the category named KCat01 and select New Knowledge Document, click on the tab named "1. CONTENT", enter testforkcat01 in the Title field, click Save, click Publish, click OK, click Close Window, click Close Window.
6. Ensure that there are no existing knowledge categories for which the Request/Incident/Problem Area in the Content area of the category definition is set to "Email". If you are using out-of-the-box/vanilla environment, this will already be true.
7. Under the top-level Service Desk tab, click File and select New Problem; for the Problem Area, enter Applications, click Save. In the new Problem Detail window, click the tab named "3. Knowledge Management", click the subtab named "1. KNOWLEDGE". Enter testforkcat01 in the Search Terms text field, click Search, the document created in step #5 appears in the list of results.
8. Under the top-level Service Desk tab, click File and select New Problem;for the Problem Area, enter Email, click Save. In the new Problem Detail window, click the tab named "3. Knowledge Management", click the subtab named "1. KNOWLEDGE". Enter testforkcat01 in the Search Terms text field, click Search.
Expected Results: the document created in step #5 should appear in the list of results
Actual Results: the list of results is empty
9. To work-around the issue, click "Show Knowledge Base Filter", notice the first entry is a solid black box, click Clear Categories, click Search, the document created in step #5 appears in the list of results
1. Log into SDM web interface as ServiceDesk with Adminstrator role
2. Under the top-level Administration tab, navigate to Knowledge > Knowledge Categories, create a new knowledge category named KCat01, close the window.
3. Under the top-level Administration tab, navigate to Knowledge > Service Desk Integration > Request/Incident/Problem Search Configuration, put a tick in the following two checkboxes and then click Save:
- Request Area
- Automatically run search when the Knowledge tab of a request / incident / problem is selected.
4. Under Administration tab, navigate to Knowledge > Knowledge Categories, right-click the knowledge category named KCat01 and select Edit Category, click on the tab named "1. Content", in the field named "Request/Incident/Problem Area, enter "Applications" (this is an out-of-the-box Area), click Save, click Close Window.
5. Within the Knowledge Categories window, right-click on the category named KCat01 and select New Knowledge Document, click on the tab named "1. CONTENT", enter testforkcat01 in the Title field, click Save, click Publish, click OK, click Close Window, click Close Window.
6. Ensure that there are no existing knowledge categories for which the Request/Incident/Problem Area in the Content area of the category definition is set to "Email". If you are using out-of-the-box/vanilla environment, this will already be true.
7. Under the top-level Service Desk tab, click File and select New Problem; for the Problem Area, enter Applications, click Save. In the new Problem Detail window, click the tab named "3. Knowledge Management", click the subtab named "1. KNOWLEDGE". Enter testforkcat01 in the Search Terms text field, click Search, the document created in step #5 appears in the list of results.
8. Under the top-level Service Desk tab, click File and select New Problem;for the Problem Area, enter Email, click Save. In the new Problem Detail window, click the tab named "3. Knowledge Management", click the subtab named "1. KNOWLEDGE". Enter testforkcat01 in the Search Terms text field, click Search.
Expected Results: the document created in step #5 should appear in the list of results
Actual Results: the list of results is empty
9. To work-around the issue, click "Show Knowledge Base Filter", notice the first entry is a solid black box, click Clear Categories, click Search, the document created in step #5 appears in the list of results
Resolution
For DE53799, engineering has validated the steps-to-reproduce and confirmed that the issue is a defect. There is not yet a delivery package assigned. The resolution would be worked into the product according to solution "complexity and risk".
To work-around the issue, follow step #9 above in "STEPS-TO-REPRODUCE". That is, click "Show Knowledge Base Filter", notice the first entry is a solid black box, click Clear Categories, click Search.
Note: The fix to DE53799 is not included in 17.2.0.6 or below. Please check the Fix List of subsequent rollup patches as those become available, in particular, please check 17.1 RU10, 17.2 RU8 and 17.3 RU1.
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