Some Knowledge Articles are not showing up in the Service Portal search due to custom Child Table not being Indexed - Support and Troubleshooting

Some Knowledge Articles are not showing up in the Service Portal search due to custom Child Table not being Indexed Issue When searching for specific Knowledge Articles (e.g. KB018393 or KB018201) in the /sp portal, no results are being returned. This issue is reproducible in both production and sub-production instances. The same search returns results in the /esc portal.

Symptoms When searching for a particular record like KB018393 or KB018201 in the Employee Center Portal, no results are found but Records exist in the platform view.

Release All Releases

Cause The KB record from the "Knowledge Information" table (u_kb_template_information) is not indexed as a child table of the "Knowledge Table" (kb_knowledge)

Resolution Add u_kb_template_information as a child table to the "Knowledge Table" Indexed Source record

Go to the 'Knowledge Table' Indexed Source record: https://[InstanceName].service-now.com/nav_to.do?uri=ais_datasource.do?sys_id=975c0985772300102d71af6168106191 2. Open the 'Child Tables' related list and click the 'New' button. 3. Create an entry for u_kb_template_information (Custom Table Name)