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SRC 1.4 Knowledge base document opening error

Valued Contributor

SRC 1.4 Knowledge base document opening error

Hello, 

I've installed OOB 9.31, Km Search Engine and SRC 1.4

Enable KM in SRC WEB-INF\classes\applicationContext.properties set src.km.enabled=true and setup HPSM KM record (SRC checkbox with full reindex)

But after search in SRC i got an error while trying to open KM document (see attachments 1.jpg, 2.jpg)

In SRC logs\server.log i see

 

06 Dec 2012 05:40:16,239 INFO [ajp-apr-8011-exec-4] (SearchEngineAdapter.java:32) - [KM] The KM Search URL: http://localhost:8083/KMCores/Knowledge_Library/select?q=id%3AKM0036&fl=id%2Cguids%2CxmlRec%2Ccategory%2Ckmsearchcategory&start=0&rows=200&sort=score+desc&wt=json&fq=
06 Dec 2012 05:40:16,239 WARN [ajp-apr-8011-exec-4] (HttpMethodDirector.java:288) - Required credentials not available for BASIC <any realm>@localhost:8083
06 Dec 2012 05:40:16,239 WARN [ajp-apr-8011-exec-4] (HttpMethodDirector.java:290) - Preemptive authentication requested but no default credentials available
06 Dec 2012 05:40:16,254 ERROR [ajp-apr-8011-exec-4] (KmSearchEngineService.java:157) - The document is not found
06 Dec 2012 05:40:16,254 INFO [ajp-apr-8011-exec-4] (KmSearchEngineService.java:132) - Document cache stats: CacheStats{hitCount=0, missCount=0, loadSuccessCount=0, loadExceptionCount=0, totalLoadTime=0, evictionCount=0}

 

Please help to resolve

6 REPLIES
Occasional Advisor

Re: SRC 1.4 Knowledge base document opening error

HI,

 

Are you able to resolve this issue? We are also facing same issue when searching for knowledge article in Service Portal-1.40. Please help if you have any solution for this.

 

Thanks a lot..

Occasional Advisor

Re: SRC 1.4 Knowledge base document opening error

Any solution suggested? i am facing the same issue now

Member

Re: SRC 1.4 Knowledge base document opening error

Hi Guys,

 

There are two ways to this problem, as per my confirmation with HP Support.

 

1. First you have to try and set all the KM docs "LOCALE" field to english(en as value). All the OOB KM docs dont have any value in this.

 

2. Secondly there is one known problem regarding exception of SRC while searching for KM docs. Document reference is: http://support.openview.hp.com/selfsolve/document/KM00231085 and you can find the fix from HP Support.

 

Hope it helps.

 

 

Re: SRC 1.4 Knowledge base document opening error

I have no OOB Knowledge articles.  All the ones I have have "en" in the locale field.  My SM and SRC are at 9.33.  I still have the same issue described by the original poster.  The article shows up in the list, but you can't open it.  All my errors are virtually identical.

Re: SRC 1.4 Knowledge base document opening error

So, I have a separate environment that is purely SM out of the box.  It comes with ten KM articles, 9 of which have no value in the "locale" field.  These have been updated to include "en".  Falcon has been given soapAPI and service catalog capability words, and is used to authenticate for the application.context file for SRC. I then log in to SRC with falcon, do a search for "phone", have some KM articles returned, and get the same error.  Conclusion: it is broken out of the box.  Will need HP to assist.

Re: SRC 1.4 Knowledge base document opening error

So it is not broken out of the box.  License must have KM ESS and once applied, KM server libraries must be deleted and reindexed.