Knowledge Search Pagination & Duplicate Issues due to Associated KB Blocks - Known Error

Knowledge Search Pagination & Duplicate Issues due to Associated KB Blocks Description Zing search has multiple issues with the current implementation in Knowledge Management:

Pagination is broken when Knowledge Blocks is enabled, and search results contain Knowledge Articles that has Knowledge Blocks with the searched term. Knowledge search shows duplicate results when search results contain Knowledge Articles that has Knowledge Blocks with the searched term. Steps to Reproduce

Setup :

Install Knowledge blocks plugin ( com.snc.knowledge_blocks ) Create 20+ KB articles containing a common term (ex. "hardware") so that they are returned when searching. It is essential to have at least two KB Article that does not contain the search term (e.g., "hardware") but has a Knowledge block associated with it, which does contain this search term. Steps to reproduce :

Flow 1 : Pagination broken on global search

1. Search "hardware" in Global Search

2. Click on "View all Knowledge results"

3. Keep paginating. Click on Page 2 / 3 / 4.

Expected - Pagination works the right way

Actual - Pagination is broken and there are unexpected redirections to page 1 leading to user not able to see all the results.

Flow 2 : Duplicates present in search results on "/kb" page (or any service portal page)

Search for "hardware" in knowledge homepage by navigating to "/kb" Scroll to the bottom of results and scroll again so next set of results are fetched Expected - The total set of results should not have any duplicates

Actual - 2 duplicates seen in the beginning of next 20 results.

Workaround General recommendation : Migrating to AI Search is highly recommended. Use this documentation to migrate:

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/task/migrate-srch-apps-ais-next-exp.html

For Flow 1:

There is no workaround for this Known Error at this time. See General recommendation above to migrate to AI Search.

For Flow 2:

Configuring the system property glide.knowman.search.articles_per_page to a value higher than the default of 20 may help mitigate the issue, depending on where the search results are displayed.