New Knowledge Documents are not searchable unless the 'pdm_k_reindex' utility is executed

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, 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 17.3 

Upgrade from a previous CA Service Desk Manager release

All supported Operating Systems

Resolution

1.  Verify the location of the Knowledge EBR files by checking he following setting from the SDM UI:

Administration tab->Knowledge->System->General Settings, there is a text field called "Path For EBR Index Files:"

2.  Stop CA SDM service on CA SDM server 

3.  Locate the 0.ebr and dic.ebr files from the directory from step #1 above and move them to another directory outside of the NX_ROOT directory

4. Using a plain text editor (i.e. NotePad), create blank files called 0.ebr and dir.ebr under the directory from step #1 above

5.  If you also have a ebr_ADM directory present, repeat steps #3 and #4

6. Restart CA SDM serivce

7. Run the 'pdm_k_reindex' command

8. 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