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Knowledge Search is not working for Service Catalog Featured Items from Service Point

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Article ID: 199178

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Updated On:

Products

CA Service Catalog

Issue/Introduction

When we click the Service Catalog Forms from the Featured list in Home Page the Suggested Solutions is always empty. If you click on the Same form again or from the Search list the Suggested Solutions return the Knowledge Document related to the Forms. 

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Search functionality not returning results automatically for Catalog related offerings being accessed in Service Point is expected behaviour.

When an end user accesses a Catalog offering, such as "IT Support Services", then "Email", then click on "Create email Account", under Suggested Solutions, no KB articles are presented, despite there being KB articles that directly reference email. I have learned that Catalog doesn't provide any Suggested Solutions as these are offerings for the end user to request a given service. Suggested Solutions will be displayed only when the search string matches in the search bar for a given Incident or Problem from Service Desk.

If an end user toggles the 'Create Email Account' bubble, which in turn can generate Suggested Solution results, the same bubble toggle will switch to the inline ticket creation page. User can create a incident/problem ticket with out any category associated which will fall in to Other Category here.