Knowledge Base article not found using search
Question asked by Steven Chenery - October 18 at 3:57 PM
Unanswered
We have a KBA with the word “Pronto” in the Title, Summary, Body and file attachment name. This is mixed with CAPITALS and also in Proper Case. When searching for the KBA using the word Pronto or PRONTO or pronto the article is not found. We can search for other words like “Integration” which do find the article.

We have also run the re indexing process https://portal.smartertools.com/kb/a2590/reindex-smartertrack-search-tables.aspx which has not resulted in any changes.

Does anyone have any ideas why would this not work as it is pretty obvious the word is there and should be found and how would one fix it?

Using: SmarterTrack Enterprise Version 14.1.6795.15690

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Andrew Barker Replied
Employee Post
The process described in the KB article you linked doesn't actually perform the re indexing, it only clears the flags that indicate each item has been indexed. By following the steps in the KB article, you are effectively telling the background indexing process to reindex every item.

How long did you wait between running the provided SQL queries and testing the search again? It is possible that the indexing thread was still processing items when you performed your last search.

You should also keep in mind that while performing a reindex, the background thread will ignore any words that occur in at least 50% of items being indexed. This means that if the word "pronto"  occurs in at least half of your KB articles - regardless of case - that word will not be indexed.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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Steven Chenery Replied
Hi Andrew, Yes we were aware that the reindexing process should trigger after following the KBA and that it would take some time to run through the process. We ran the process about 1 and a half days ago but nothing has changed in the search for that word. This is the only KBA with the word Pronto in it.

Just for an experiment... I created another KBA and used the wording "wherefore art thou Pronto". Searching for the word Pronto shows nothing. Searching for the word "thou" or "wherefore" returns the KBA. 

What can be wrong with the word pronto?

Thanks
Steven
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Steven Chenery Replied
Does anyone have any ideas to make the magic happen in KBA search results. It is like the Search algorithm in smartertrack is ignoring this key word but performing correctly on others so we know it is running and the KBA has been indexed by smartertrack. From the looks of it there is no way to allocate Key words against a article so we are stuck with the product not performing as documented for the search capabilities.
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Steven Chenery Replied
Are there any further suggestions on this Andrew?
This is continuing to impact us and prevent users from finding relevant articles. These keywords are not occurring in more than half of the articles, so I do not see why they would be filtered. Is there a way to set keywords for an article manually?
0
Andrew Barker Replied
Employee Post
Steven -

Unfortunately, we have been unable to recreate your issue in internal testing. At this point, the only suggestion I have remaining is to try submitting a ticket so that we can collect some additional information from your installation. 

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Steven Chenery Replied
We have opened up a support ticket and working through the process with the team.

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