Search function on support.automic.com not working

[Michael A. Lowry]

The search function on support.automic.com appears to be broken. Performing any search, e.g., a search for setInstanceProperty, results in the following error:

Error: The value 'null' is not valid for operator '>'

[Michael A. Lowry]

This problem appears to have been resolved.

[Michael A. Lowry]

The problem is back.

[Michael A. Lowry]

I learned more about the problem. These URLs cause the error:

https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=request
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=incident
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=problem
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=incident%40proble

However, these URLs work fine:

https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=all
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=default
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=article
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=request%40article
https://automic.force.com/support/CommunitySearchResult?str=%22ucybchng%22&type=incident%40problem%40article
https://automic.force.com/support/CommunitySearchResult?str="ucybchng"&type=incident%40problem%40request%40article

The problem happens when some options and combination of options are selected in Search Options.

Search options	Works?
All	✔
Incident	✘
Information Request	✘
Problem	✘
Knowledge Base	✔
Incident & Information Request	✘
Incident & Problem	✘
Incident, Problem, & Request	✘
Incident, Problem, & Knowledge Base	✔
Incident, Information Request, & Knowledge Base	✔
Incident, Problem, Information Request, & Knowledge Base	✔

In summary, All works, and any combination that includes Knowledge Base also works.

[Michael A. Lowry]

This problem is still happening. Any idea when it might be fixed?

[Legacy User]

Hello

Michael A. Lowry

,

Are you still facing this issue ?
I could not reproduce at my end, search function worked fine for every single type of item, separately or all together.

Best regards,
Antoine

[Michael A. Lowry]

It's working again now. By the way, I noticed that there are a couple of different ways to search for articles.

Search page	Location	Description
General search	Case Management	Search all four types of articles (plus REQs, INCs, PRBs)
Info article search	Knowledge menu	Search only Info articles.
FAQ article search	Knowledge menu	Search only FAQ articles.
Known error article search	Knowledge menu	Search only Known error articles.
Technical article search	Knowledge menu	Search only Technical articles.

Is there a difference between CommunitySearchResult and CommunityArticleListing? Both require that the user log in first but otherwise, these different functions appear to present the same articles, just in a different way. There does not seem to be a way to using the search function in the Knowledge menu to search all article types.

[Legacy User]

Is there a difference between CommunitySearchResult and CommunityArticleListing? Both require that the user log in first but otherwise, these different functions appear to present the same articles, just in a different way. There does not seem to be a way to using the search function in the Knowledge menu to search all article types.

I honestly don't know... Luu_Le_185, Octavie_Chakoute_1958 any idea ?

Best regards,
Antoine

[Luu_Le_185]

Hi Michael,

Just to make sure, when you are mentioning "CommunitySearchResult" and "CommunityArticleListing"
that you are referring to it appearing within the URL:

https://automic.force.com/support/CommunitySearchResult?str=installer&type=default

If this is the case, from my own personal experience I only have seen it using the "CommunitySearchResult" when I do searches.  Can you let me know what the normal course of actions that you take to have it result with the "CommunityArtileListing"?

If this is just both related to the URL, then one of my guesses is that the site was updated to reflect url with the function.

[Michael A. Lowry]

Luu Le said:

Can you let me know what the normal course of actions that you take to have it result with the "CommunityArtileListing"?

See the Knowledge menu on the Automic Support web site.
https://us.v-cdn.net/5019921/uploads/editor/o5/opu1nofv13dz.png" width="259">

[Luu_Le_185]

Hi Michael,

As anything under the "Knowledge" search will have the "CommunityArticleListing" - This will show the result of all the Knowledge article (depending on what you pick, information, FAQ, Known error etc...)

Anything under the standard search bar will have "CommunitySearchResult" - Though the result will show all of the Article - information, FAQ, Known error in addition to Incident, Information Request & Problem ticket.... and allow you to further filter the Article on that same page..

It appear that these show some overlapping result, but those naming ("CommunitySearchResult" & "CommunityArticleListing" ) are use just to indicate from where it is search from.  Along with that, for example

https://automic.force.com/support/CommunitySearchResult?str=What+Java+versions+are+supported+by+Applications+Manager%3F&type=default

in the CommunitySearchResult  - If I click on one of the article display there (or from the Community ArticleListing) if I click on the same Article - it will both bring me to the same article and that article url will have a new field in the url:  "CommunityArticleDetail"

https://automic.force.com/support/apex/CommunityArticleDetail?id=kA2b00000004SW5CAM

Overall there is not much difference in the result they provide in term of the article.  I would say though the CommunitySearchResult would be a bit better, as it also search the Articles + all your past cases to bring up possible result you have seen previously.

[Michael A. Lowry]

Luu Le wrote:

It appear that these show some overlapping result, but those naming ("CommunitySearchResult" & "CommunityArticleListing" ) are use just to indicate from where it is search from.
...
Overall there is not much difference in the result they provide in term of the article.  I would say though the CommunitySearchResult would be a bit better, as it also search the Articles + all your past cases to bring up possible result you have seen previously.

Thanks. Can you confirm that CommunitySearchResult includes all of the results that CommunityArticleListing does? If so, then I will just use CommunitySearchResult.

[Luu_Le_185]

Hi Michael,

Yes the CommunitySearchResult include all of the possible result from the CommunityArticleListing.