Federated Search Checkbox not Available when Searching via Quick Profile Browser

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

The Federated Search Checkboxes added from Administration Tab are not available when Searching Knowledge via Quick Profile Browser, they are only available in the Incident Knowledge Tab.

 

Federated Search Checkboxes added from Administration Tab:

<Please see attached file for image>

 

Incident Knowledge Tab displaying the Federated Search source checkboxes:

<Please see attached file for image>

 

Search Knowledge via Quick Profile Browser:

<Please see attached file for image>

<Please see attached file for image>

 

 

 

 

 

 

Environment

ServiceDesk Manager 14.1.03

Resolution

This is working as designed.

This behavior is controlled by the following piece of code in list_kd.htmpl page,
the Federated Search should not be used unless one of the following is true,

"$args.KEEP.search_type" == "ticket"
"$args.KEEP.search_type" == "SearchTools"
"$args.KEEP.search_type" == "FAQ"
"$args.KEEP.GoBtnRole" == "1"


and when the page is brought up from Quick Profile the $args.KEEP.search_type is set to KEYWORDS. Which is expected.

You can open an Idea in our Service Desk Forum in CA Communities in order to request a different behavior to be considered in future releases.