ServiceDesk

Hi.

We have some trouble with Kbs search on our ServiceDesk portal.

All article created after April 2013 can't be found with this search. When we expand kbs categories, we can see all articles and open all of them. We haven't any problem to access these article but they are never in serach result.

We thought that it cas due to permission but result is the same even with all access to all user or with our adiministator account.

In sql database, article have the same configuration. we don't find what cause this problem.

Any ideas?

Sebastien

If I'm remember correctly the KB search functionality uses a Lucene text search. If the index files get locked or corrupted this can prevent your search from being successful.

Check the folder %ProgramFiles%\Symantec\Workflow\Process Manager\LuceneFullTextSearch\Index. The files inside this folder should show recent modified dates. If there are lock files remove them. Otherwise removing all files from the index folder should cause them to be rebuilt.

hi.

Indeed, it seems to be files in Index Folder that are lock to an old date (16 April).

I remove them yesterday but they don't rebuilt. Is there a way to force the rebuild?

Restarting Server Extensions will restart all that run on a schedule. This should take care of the Lucene search indexing as well.

Hi.

i finally found what causing the problem.

In April, I've modified application pool to separate each application (incidentmanagement, process manager....)

I didn't careful to application identity but index's folder have specifics rights which allow DefaultAppPool to write file. When i changed application pool, new identity was ApplicationPooIIdentity which hadn't rights to write on this folder. So, i have set application identity to solve this issue and all seem to be fine.

thanks for your help