SAP Knowledge Base Article - Public

2206537 - Solution Finder is Not Returning Any Result

Symptom

You have activated the soution finder, but when searching on it, system does not return any result.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open any ticket.
  4. In the Solution Finder search field, input any key word and click Search button.
  5. No results.

Cause

You have activated Use JAM as Knowledge Base feature. This takes precedence over Mindtouch if activated so recheck the settings in the Business Configuration work center.

Resolution

 Solution Finder is Not Returning any Result  using Knowledge Base Integration (Base Data Mashup like MindTouch)

  1. Go to the Business Configuration work center.
  2. Go to the Implementation view;
  3. Select the implementation project and click Edit Project Scope;
  4. Go to the step 4-Questions;
  5. Click Next > until you reach Questions;
  6. In the Scoping Elements list  select -> Customer Care -> Service Request Management;
  7. Enable the follow question "Do you want to enable the knowledge base integration feature of the agent workspace" ? by selecting Yes for that question;
  8. Click Next;
  9. Review and confirm your project scope;

Note: 

  • After Enabling Knowledge Base Integration option as described above please make sure that you create a Knowledge Base Web Service +  Knowledge Base Data Mashup
  • The name of  Data Mashup must be KNOWLEDGE_BASE
  • As you are using Data Mashup make sure you did not mark the scope question   SAP JAM as knowledge base provider as described below.  This takes precedence over mindtouch if activated and no results will appear.

After that verify the Solution Finder from any ticket screen. The results will be loaded correctly.

Solution Finder is Not Returning any Result using  SAP JAM as knowledge base provider.

  1. Go to the Business Configuration work center.
  2. Go to the Implementation view;
  3. Select the implementation project and click Edit Project Scope;
  4. Go to the step 4-Questions;
  5. Click Next > until you reach Questions;
  6. In the Scoping Elements list  select -> Customer Care -> Service Request Management;
  7. Enable the follow question "Do you want to use SAP JAM as knowledge base provider" ? by selecting Yes for that question;
  8. Click Next;
  9. Review and confirm your project scope;

 Note: 

  • The solution finder will only search for documents under Content folder in JAM group. Check and upload the documents in  Content section  instead of  knowledge base folder.

After that verify the Solution Finder from any ticket screen. The results will be loaded correctly.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1805 ; SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer core applications 1708 (old) ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1711