KD not found by keyword

book

Article ID: 41773

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Keyword search not working from time to time, search by ID works fine all the time:

  • no error message in the stdlog;
  • pdm_k_reindex done, no error.

Cause

Inconsistency of 0.ebr or dic.ebr.

Environment

CA Service Desk 17.1 and higher

Resolution

  1. Stop services
  2. Locate and cut the 0.ebr and dic.ebr files from the $NX_ROOT\site\ebr directory and save them to a folder somewhere as a backup
  3. Use notepad to create blank files 0.ebr and dir.ebr under ebr folder
  4. Do the same to ebr_ADM folder if it exists.
  5. Start services
  6. Run pdm_k_reindex