Contextual search for knowledge articles not working anywhere. Articles past their valid to date are not showing in search. - Support and Troubleshooting

Contextual search for knowledge articles not working anywhere. Articles past their valid to date are not showing in search. Issue  Contextual search for knowledge articles not working anywhere. Knowledge articles past their valid_to date do not show in search. Cause In search context configuration "knowledgebase search," went to the search resource configuration "knowledge". The search resource configuration contained a condition that allowed knowledge articles to show up only if they met that condition. Because they did not, no knowledge articles appeared in search.

Resolution Removing the condition solved the issue because the knowledge articles did not have any condition to meet to appear in the contextual search results on the incident form.

As per the other issue where knowledge articles don't show up past their valid-to date in search results, the valid_to field is the date the knowledge article expires. Articles do not appear in search results after the valid-to date or if the valid_to date is empty. Policies are part of a strict approval process to ensure compliance and reduce exposure to risk. Publishing a policy is automatically incorporated into the approval process. The KB article is removed when a policy is put into a Retired state. As per the platform design, you cannot see expired articles in the knowledge homepage or search results whose valid_to date is before today's date. You can manually write a business rule to update all the articles that are not Retired but whose valid_to date is less than today's day. You can also create a Script Include to call that script to update the valid_to date for articles before today's date. Unfortunately, we cannot provide a business rule as it is working as designed. However, you can submit an enhancement request through our Idea Portal so our dev team can review and deliberate this functionality for future releases.