- My View
We have a knowledge article that is not showing in the ServicePortal. The article in in the "general" category, but does not appear in that category (only 2 other articles in the category and they show just fine) in the ServicePortal, and cannot find it using search.
Gone over everything short of retiring the article & republishing it (that would take some time). No ITIL Role, meta is the same as the short description with underlines between words (i.e.: Use_Active_Diriectory_Password_Self_Service) Article is published, knowledge base is "employee"....
What else could I be missing to make this work?
While the article may be published, is the Valid To date actually in the future? To my knowledge, you can have the article be published, but past the Valid To date. I think SP checks that by default.
Can you see it in the non-SP Knowledge interface?
Thanks for the reply Patrick,
The Valid to date is 2018-06-22. (don't know if that is too far out or not) it was published 2016-12-20. No Re-cert date.
I can find it readily in our prod instance using the the KB# or using text, but still doesn't show in the SP....
Well...if it's Published, and you meet all the criteria to see it in the non-SP UI, then you should take a look at whatever SP Widget you are not seeing the article in and see what it's using for a query.
Service Portal has you select a single Knowledge Base - maybe the article is in a different Knowledge Base than the one selected on the Service Portal (sp_portal) record?
I have some of the same issues are you are identifying here.
Our development consultant looked at it and saw the knowledge widget was hitting the knowledge category table which should include all the categories without issues, and suggested there may be an underlying read role issue in the ACL that might be causing a display issue.
Now sure what my next step is to dig further.