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Casey Newsom (CaseyN62)
Coforge
Senior System Architect
Coforge
US
CaseyN62 Member since 2017 4 posts
Coforge
Posted: April 1, 2020
Last activity: April 28, 2021
Posted: 1 Apr 2020 9:12 EDT
Last activity: 28 Apr 2021 0:28 EDT

Knowledge Management Case Search not working

Hi,

My client has been experiencing an issue with articles in their Customer Service application. When they search for certain keywords in the Knowledge Base, duplicate articles are returned that match those search criteria. Pega is returning two KCP cases for a given article and saying that they are both resolved-published. Only the last one that was created, though, is resolved-published. All of the other KCP cases in for the article are resolved-archived. Why are there two versions of the article being returned? The activity getting the search results is CSFetchKMArticles, which eventually calls pzSearch in Embed-ReportContent which actually gets the results. (i.e, CSFetchKMArticles -> KMSearchRD -> pxRetrieveSearchData -> pzSearchWorkIndex -> pzSearch). This is a major issue to my client because depending on which article they are looking at, they might be looking at a previous version of the article and not have the most up-to-date information.

Does anyone have any suggestions about how to fix this or is there a fix already in the pipeline?

Thank you,

 

Casey

Pega Knowledge 8.2 Pega Customer Service 8.2 Reporting