Question

Display of Pega Knowledge Articles in Pega Customer Service application ( 7.4 )

Hi Team,

In my project, we use Pega CPM 7.4 .We are also going to use Pega Knowledge Management 7.4.

So in our existing application , Manager will add the KM article ( Published in KM Portal ) in a specific screen of a Interaction case.

I would like to know when CSR logs in and goes to that screen of a Interaction case then where that attached KM article of that screen will be visible.

Now the situation is If I login using CSR access group then I am not able too see that attached KM article.

Please suggest here.

Thanks

***Edited by Moderator: Lochan to update platform capability tags; tag SR***

Group Tags

Correct Answer
September 24, 2019 - 3:34pm

Upon reviewing the associated Support Request, the following was the resolution:

Suggested below changes:

1. Cleared all existing index files from the new indexing directory(In search landing page, Setting>Search Index host node setting>File Directory : it has search index directory location(local/tomcat))

2. Run pzResolveFTSIndexEntry against each node id.

3.Restart server to force these settings to take affect

Comments

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Pega
July 5, 2019 - 9:21am

Hi Subhajit, 

 

You can find the related KM articles by clicking on the '?' button on the portal. 

attached screenshot for reference. 

Pega
July 5, 2019 - 9:24am

Hi ,

It is not specific to particular interaction case. All the articles willl get displayed on click of '?' button which is present in CPMInteractionPortalHeader section.

On click of ? button we are showing top rated articles but you can search for the articles and if they are present in the system it will get displayed.

Please check the below screen shot for your reference.

 

 

July 5, 2019 - 10:44am

Thanks for the answer.

So it means CSR can look for the KM Articles only in "?" icon section.

There is another issue which I am facing.

Just few minutes back , I have created an KM Articles in KM Portal.

Title is : Sandbox 2 Title.

When I have logged into Interaction portal using CSR or Manager accessgroup then I am seeing this article in Recently published articles of "View Knowledge Management" section.

But If I search with Sandbox or any other keyword related with this Article then this one is not appearing.

**Please note : Yesterday also I have created an article with the title name "Sandbox 1 Ttile".Yesterday also It was not appearing in "View Knowledge Management" section if I search with Sandbox or any other keyword but it was there in Recently published articles of "View Knowledge Management" section.

Today morning after I did Work "Re-index" then onwards it is appearing as a search result.

PFA the screenshots of this KM articles search related issue in Interaction portal.

Kindly suggest here.

 

Pega
July 7, 2019 - 12:14am
Response to SUBHAJIT7

From the screen shot I understood that after re indexing the work classes if you search with 'sandbox' , only sandbox 1 article is getting displayed but not  sand box 2.

If that is the issue, please try re-indexing the work classes again. If that didn't resolve the issue, send the tracer details while searching in the interaction portal.

 

July 8, 2019 - 3:43am
Response to chinn2

Hi ,

Today I have re-indexed of the work class again and after that only "Sandbox 2" article is showing up by searching with "Sandbox"

But this solution is not acceptable as every time I have to re-index the work classes in order to display new KM article as search result.

Please suggest the solution of this issue.

Thanks,

Pega
July 8, 2019 - 5:46am
Response to SUBHAJIT7

Re-indexing the work classes every time after creating the KM article is not proper. I think this re-indexing should be done by FTSIncrementalindexer through incremental indexing.
Just checking whether 'FTSIncrementalindexer ' is working or not at your end and let us know.

July 8, 2019 - 7:23am
Response to chinn2

Hi,

Just checked and FTSIncrementalindexer is up and running.

PFA the screenshot.

 

Pega
July 8, 2019 - 7:51am
Response to SUBHAJIT7

Just check whether you are seeing any broken queues related to FTSIncrementalAgent in broken broken queue management.

July 8, 2019 - 8:19am

Hi,

There is no broken queue items for FTSIncrementalAgent .

PFA the screenshot.

July 9, 2019 - 1:42am

Hi ,

Any suggestion or solution on this issue.

Thanks

Pega
July 9, 2019 - 8:00am

looks like there is some issue with indexing, can you please log an SR for the same?

July 9, 2019 - 11:52am

@SUBHAJIT7,

Please let us know the SR ID when you open one with GCS so we can track it for you.

Thanks!

Marissa | Community Moderator | Pegasystems Inc.

July 11, 2019 - 1:37am

Hi,
SR-D29166 is SR ID for this issue.

Thanks

September 24, 2019 - 3:34pm

Upon reviewing the associated Support Request, the following was the resolution:

Suggested below changes:

1. Cleared all existing index files from the new indexing directory(In search landing page, Setting>Search Index host node setting>File Directory : it has search index directory location(local/tomcat))

2. Run pzResolveFTSIndexEntry against each node id.

3.Restart server to force these settings to take affect

Marissa | Community Moderator | Pegasystems Inc.