Searching Service Point by keyword doesn't return Catalog Offerings

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• ServiceDesk
• CA Service Catalog

Issue/Introduction

In Service Catalog, keywords have been added to the "Details" tab for Service Offerings.  However when using Service Point to search for these keywords, no offerings are found.

Environment

CA Service Desk 17.x and up

Resolution

Please check that these steps have been followed to ensure Catalog Offering keywords are found by Service Point:

• In Service Desk navigate to Administration -> xFlow Interface -> Service Point -> Configurations -> Default Configuration.  On this screen, ensure the "Service Catalog" option is set to "Yes".  If you make any changes, don't forget to save.
• In Service Catalog, double check the "Details" tab for your offerings to ensure the correct values are in the "Keywords" field.  If you want to apply multiple keywords, separate them in the list with commas (,).  If you make any changes, don't forget to save.
• On the Service Desk server(s), navigate to the <CASearchServer installation folder>\sesarch\bin folder and execute "pdm_es_rebuild_index.bat"
• Stop and restart the following services
  • Service Desk if any changes were made
  • Service Catalog if any changes were made
  • Search Server and xFlow

Then try to search again in Service Point.  The offering related to your keyword should now come up.

Additional Information

If the above does not resolve the problem, additional information about how to troubleshoot the Search Server can be found here: Search Server Troubleshooting