Knowledgebase Search Function
| Status: | Published |
|---|---|
| Version: | 1.0 |
| Authors: | Hornbill Support |
| Applies to: | Supportworks ITSM 4.x |
When using the Self Service General Search using the keywords, the knowledgebase search does not show the expected results but when you use the Selfservice Knowledgebase Search, the knowledgebase articles are found using the same keywords. When running a Knowledgebase search in the full client using natural language search or any words match, or all words match, you can find some results. However when you run a knowledgebase search in the self service using natural language search or any words match, or all words match, you do not find the results.
The global search (by design) always uses a search type of Word Search (any words can match) and always searches all sections (keywords, title, problem and solution text).
The knowledgebase search (through a combination of system settings and select/check boxes) can use different search types and search different combinations of sections.
If you configure the knowledgebase search to use the same as the global search they return the same results.