KD not found by keyword

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.

Environment

CA Service Desk 17.1 and higher

Cause

Inconsistency of 0.ebr or dic.ebr.

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