Federated Search Checkbox not Available when Searching via Quick Profile Browser

book

Article ID: 5707

calendar_today

Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS 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>

screenshot_1.jpg

 

Incident Knowledge Tab displaying the Federated Search source checkboxes:

<Please see attached file for image>

screenshot_2.jpg

 

Search Knowledge via Quick Profile Browser:

<Please see attached file for image>

screenshot_4.jpg

<Please see attached file for image>

screenshot_3.jpg

 

 

 

 

 

 

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.

Attachments

1558707713119000005707_sktwi1f5rjvs16qsv.jpeg get_app
1558707710895000005707_sktwi1f5rjvs16qsu.jpeg get_app
1558707708990000005707_sktwi1f5rjvs16qst.jpeg get_app
1558707706638000005707_sktwi1f5rjvs16qss.jpeg get_app