Keyword Search Filter Functionality Not Working - Support and Troubleshooting

Keyword Search Filter Functionality Not Working .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Problem The keyword filter is not working in the Customer Case (sn_customerservice_case) table. Users are unable to search cases using keyword filters. As an example, the keyword works, but does not return any results despite being present in the internal notes of a case.

Steps to Reproduce: 1. Go to CSM workspace 2. Create a Custom List on sn_customerservice_case table and add filter conditions as below: Keywords are This will return some results. 3. Update the filter conditions as Keywords are and run No results will be shown, but there is a case where the keyword is added in the Internal Info.

Root Cause There are stop words causing the issue, and the threshold on the stop word was reached. Additionally, there is an override under sn_customerservice_case.work_notes that disables the indexing on that field, which was set at the time the issue stopped working.

Steps to Resolve 1. Enable the indexing on sn_customerservice_case.work_notes field.

2. Review the stop words: Option #1: Set the words as non-stop words on the ts_index_name.list for the sn_customerservice_case 2.1. On the index stop words, search by stop words used as a keyword and set the stop mode as Non a stop word. I.e. If the keyword is "AB_XYZ_123456", search by stop words like: "ab", "xyz" and "123456" 2.2. Reindex the table sn_customerservice_case Note: If the table is huge, it will take time to be indexed

Option #2: Increase the auto threshold to 350000 1. Go to ts_index_name.list and search by table sn_customerservice_case 2. Reindex the table sn_customerservice_case Note: If the table is huge, it will take time to be indexed