SAP Knowledge Base Article - Public

2682506 - Error "Please Configure Knowledge Base Mashup For Triggering Search" in Solution Center

Symptom

You receive an error message "Please configure Knowledge Base Mashup for triggering search" when you navigate to Solution Center tab in Fiori UI

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Log in to Fiori UI
  2. Go to Serivce Work Center
  3. Go to Tickets View
  4. Open any ticket
  5. Navigate to Solution Center tab
  6. Error message "Please configure Knowledge Base Mashup for triggering search"

Cause

In Fiori UI, by default Knowledge Base pane searches for the possible articles available based on the Product Description added in the ticket

There could be two scenarios for the error message here

Scenario 1: You want to use Knowledge Base in the ticket but configuration is incorrect

Scenario 2: You do not want to use Knowledge Base in the ticket but Knowledge Base Pane is not removed in the Solution Center tab

Resolution

Possible resolutions:

For Scenario 1: Please correct the configuration by creating a Knowledge Base Mashup in the system, please refer below mentioned help center document for more information

 https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1808/en-US/187ffdb2763d10149917c037594600bb.html

For Scenario 2: You need to remove the Knowledge Base Pane from Solution Center Tab

Steps to follow:

  1. Open Layout in HTML5 from Ticket screen
  2. Click on Adapt in new HTML5 Tablet mode
  3. Select edit master Layout
  4. Navigate to Solution Center tab
  5. Select the Knowledge Base pane
  6. Click on Parent
  7. Select Hide Element
  8. Click on Adapt
  9. Select End Layout Changes

 

Keywords

Knowledge base, solution center, error, ticket, search , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions