Knowledge article not searchable after content update

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Posted on by fillcrocker

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Hi,

We use knowledge articles on our case entity. When we update the content section of a knowledge article (published article) using the update button, it is no longer searchable in the activity pane on the case form using the keywords. I can find it using the article name but not the keywords. The only way we can get it to show with the keywords again is by updating the keyword field on the (published) knowledge article record (this can be with any random characters). This behaviour also happens if I change a published article to draft and then publish it again (even without making any changes to the content) After publishing the draft article I can no longer find it in the search pane until I make a change to the keyword field on the published knowledge article record using the update button.

Has anyone seen this behaviour before?

Thanks

Phil

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RE: Knowledge article not searchable after content update

I haven't but it seems like a bug to me? Seems like the search indexing of the text resets on KB update and only works after that on the fields that got changed and not everything else. You may need to raise a bug with Microsoft.