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New Knowledge Documents are not searchable in CA Service Desk Manager (CA SDM) 14.1 unless the 'pdm_k_reindex' utility is executed

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Article ID: 42525

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Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

After upgrading to CA Service Desk Manager 17.3 from a previous CA SDM release (i.e. CA SDM 14.1), new Knowledge Documents are not searchable unless the 'pdm_k_reindex' utility is executed

Steps to Reproduce:

1.  Login to CA SDM with a role that has permissions to create Knowledge Documents

2.  Create a new Knowledge Document and publish

3.  Perform a Knowledge Document search with criteria that you are certain should return the newly created Knowledge Document

4.  The newly created Knowledge Document is not listed in the search results

5.  Run the 'pdm_k_reindex' command on the CA SDM server

6.  Re-run the Knowledge Document search from step #4 above - the newly created Knowledge Document is listed in the search results

According to the documentation, pdm_k_reindex is only necessary when one or more of the following search settings are changed:

• Noise words
• Synonyms
• Special terms
• Language
• Remove Similar Words
• Remove Noise Words
• Valid Character Range
• Recognize Special Terms

 



Environment

CA Service Desk Manager (CA SDM) 17.3 (all cumulative patch levels) and later

Upgrade from a previous CA SDM release (i.e. CA SDM 14.1)

Windows 

Resolution

1. Stop CA SDM service on CA SDM server 
2. Via Windows Explorer, locate the 0.ebr and dic.ebr files from the NX_ROOT\site\ebr directory and move them to another directory
3. Using a plain text editor (i.e. NotePad), create blank files called 0.ebr and dir.ebr under the NX_ROOT\site\ebr directory 
4. If you also have a NX_ROOT\site\ebr_ADM dreictory present, repeat steps #2 and #3
5. Restart CA SDM serivce
6. Run the 'pdm_k_reindex' command
7. Publish a new Knowledge Document and attempt a Knowledge Search

Additional Information

Knowledge Reindex Utility - https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/configure-the-ca-sdm-environment/search-engine-configuration.html

Please note that for any new KT documents that use Noise words/Synonyms/Special terms to be searchable, SDM admin would need to run pdm_k_reindex. Please see https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/knowledge-management/setting-up-the-knowledge-management-system/how-to-set-up-the-kt-search-engine/kt-search-engine.html