Service Point is not returning the keywords configured in Service Catalog offerings.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Keywords have been established in certain service offerings within the CA Service Catalog. Following this, indexes were rebuilt using rebuild_index.bat. However, testing in Service Point reveals that not all keywords are functioning as anticipated, despite their functionality in SC. For example, tests conducted via email do not yield any service offerings, even though they are visible in SC. On the other hand, some keywords, such as 'printer,' are operational in both SP and SC.

Environment

Release 17.3+

Components: CA SDM - Search Microservices

Cause

Customer is not using SDM categories in the Service point for creating the ticket

Resolution

Navigate to %xFlow_HOME%\APPS\Services\searchmicroservice-17.0.479\conf. 

Take a backup of the application.conf file.

Search for "esearch.entity.pcat," which is the search criterion used for smart search in Service Point.

Replace the index_name value [sdm_index_pcat,sdm_index_cr,catalog_index_service_offering] with 

[sdm_index_pcat,catalog_index_service_offering].

This change simply involves removing sdm_index_cr from the smart search criteria.

After making this change, restart the XFlow services, then validate and confirm that the change has resolved the issue.

Additional Information

Customer has been informed that they will lose the above changes once they apply any new Rollup, and they need to do these changes again.