CA Service Management

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  • 1.  Searching KDs imported from SampleData

    Posted Mar 26, 2018 01:06 PM

    New install of Service Desk r17.1 (not an upgrade).

    • Created a new Knowledge Doc
      • Published it
      • Was able to search for it by keword
    • Imported the Sample Data Knowledge Docs using the ImportSampleData.bat
      • Documents imported with no errors (67 Docs added)
      • Ran the pdm_k_reindex utility
      • Can see all the new 8 Knowledge Categories
      • Can view the Knowledge Docs in each category
      • But when I search for a KD using a keyword no results are returned
      • When I erase the keyword and click Search again I see all the KDs in the Category but the keyword I used before is highlighted in the doc in which it appears.



  • 2.  Re: Searching KDs imported from SampleData
    Best Answer

    Posted Mar 26, 2018 02:12 PM

    Found a solution:

    • Stopped and re-started Service Desk
    • Ran pdm_k_reindex again

    Now all docs are searchable

  • 3.  Re: Searching KDs imported from SampleData

    Posted Mar 26, 2018 03:46 PM

    Yeah and dont forget, each time you add knowledge document into SDM, you need to re-run pdm_k_reindex if you want to build the dictionary for the research. 


    here, we have a small script running each night to be sure all new word is added to the dictionary.  


    also, if you build a new SDM environnement with mdb from production... you can copy the folder "ebr" and "ebr_ADM" from SDM production into the test SDM.  pdm_k_reindex can take long time if you have a lot of KB into the mdb.