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Question

 Casey Newsom (CaseyN62) Coforge Senior System Architect
Coforge
US
CaseyN62 Member since 2017 7 posts
Coforge
Posted: Apr 1, 2020
Last activity: Apr 28, 2021
Posted: 1 Apr 2020 9:12 EDT
Last activity: 28 Apr 2021 0:28 EDT
Closed

Knowledge Management Case Search not working

Hi,

My client has been experiencing an issue with articles in their Customer Service application. When they search for certain keywords in the Knowledge Base, duplicate articles are returned that match those search criteria. Pega is returning two KCP cases for a given article and saying that they are both resolved-published. Only the last one that was created, though, is resolved-published. All of the other KCP cases in for the article are resolved-archived. Why are there two versions of the article being returned? The activity getting the search results is CSFetchKMArticles, which eventually calls pzSearch in Embed-ReportContent which actually gets the results. (i.e, CSFetchKMArticles -> KMSearchRD -> pxRetrieveSearchData -> pzSearchWorkIndex -> pzSearch). This is a major issue to my client because depending on which article they are looking at, they might be looking at a previous version of the article and not have the most up-to-date information.

Does anyone have any suggestions about how to fix this or is there a fix already in the pipeline?

Thank you,

 

Casey

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Pega Knowledge 8.2 Pega Customer Service 8.2 Reporting

Posted: 4 years ago
Posted: 20 Apr 2020 10:35 EDT
Neal Beliveau (BELIN) PEGA Vice President, Enterprise Applications
Pegasystems Inc.
US

Have you tried rebuilding the index?  Sounds like something out of date in the ElasticSearch index.

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Posted: 3 years ago
Posted: 1 Feb 2021 5:26 EST
Giulia Celeste (GiuliaC5) Capgemini
Capgemini
IT

@BELIN

Hi BELIN,

I'm replying to you in this thread because my client is experiencing an issue in researching articles in their Customer Service application. The article search is very slow. I've changed the research method of the pxRetrieveSearchData activity from CONTAINS to EXACT but still the research is very slow. Also, the client does not expect the research to be EXACT.

How can I resolve the issue?

Thanks,

Giulia

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Posted: 3 years ago
Posted: 28 Apr 2021 0:28 EDT
Anoosha Koribilli (AnooshaK6499) Cisco Systems Capital PVT Ltd
Cisco Systems Capital PVT Ltd
IN

@BELIN

Hi Belin,

We are also facing similar issue. Search is returning archieved articles. We have tried rebuilding the index. Still the same issue.

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