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Knowledge Base Advanced Search Returns "No documents fit those criteria" in Instantis EnterpriseTrack (Doc ID 2397404.1)

Last updated on MAY 10, 2018

Applies to:

Instantis EnterpriseTrack Cloud Service - Version 15.2.0.0 and later
Instantis EnterpriseTrack - Version 15.2.0.0 and later
Information in this document applies to any platform.
Instantis EnterpriseTrack Knowledgebase

Symptoms

ACTUAL BEHAVIOR
---------------
When a string is entered in Knowledge Base / Document Search String, strings contained in the document are not being returned and the 'No documents fit those criteria' message is displayed.

EXPECTED BEHAVIOR
-----------------------
Document containing the word entered in the 'Document Search String' should be returned.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

  1. Log in in as Application Administrator (app_admin) or user with equivalent privileges
  2. Navigate to Knowledge Base > Documents
  3. Verify there is a document <docname> in the Knowledge Base
  4. Click the arrow next to the Advanced Search (Pop-ups may need to be enabled)
  5. Leave all values with their default values with exception of 'Document Search String'
  6. In the 'Document Search String' enter
  7. Click the 'Apply Filters' button
  8. 'No documents fit those criteria' message is returned.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users are not able to search document content.

Changes

 

Cause

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