This chapter covers the following topics:
This chapter provides instructions on how to correct errors and provides work-arounds for common problems that you can experience in configuring or administering Oracle Knowledge Management.
What are the factors that determine the solutions that I can see in Oracle Knowledge Management?
In Oracle Knowledge Management, the biggest factors that determines which solutions a user can see are:
The solution contents.
The users access to this content, such as Security.
Security concerns the following areas:
Category Security Group: Which categories has the user been granted access to?
Category Visibility: Within the category, which categories are visible to the user?
Solution Visibility: Which solutions within the current Category Security Group are visible to the user?
Statement Visibility: Which statements (within the visible solutions) are visible to the user?
For information regarding Security setup, see:
After upgrading to a new release, I cannot search for solutions.
Be aware that building indexes is a post-installation process.
To minimize the patching time, Oracle Knowledge Management creates the index structure during patching. Oracle Knowledge Management then submits a concurrent request--in DR mode--for rebuilding the index.
Search does not work until indexes are rebuilt.
Why can I not find a new solution using Advanced Solution Search or Simple Search pages?
The system must index a solution before you can retrieve it through a search. To search and view new solutions, you must first run the Knowledge Management Solution Index Synchronization concurrent program to refresh the solutions and the solution count in the knowledge base.
If the Solutions are indexed and are still not showing in the search results, you must verify your Oracle Knowledge Management Security Setup to verify if you have the required access to see the solutions.
Users can search only published solutions in Simple Search or Advanced Solution Search.
When are solutions marked for re-indexing?
Whenever a solution is updated, it is marked for re-indexing.
After upgrade, I cannot see restrict solutions or statements.
If you have restrict permission assigned before upgrade, change the solution Visibility and statement Visibility profiles to Restrict.
During searching, I have encountered error “Your search did not return any results in Solutions. Please contact your system administrator if this problem continues.”
Your Oracle Knowledge Management indexes may be corrupted.
To resolve this, submit a concurrent request to drop and recreate the index (mode = DR). If you know which specific index is corrupted, you can submit the related index synchronization program. If not, you can submit the request set to rebuild all the indexes. If you have lots of data, rebuilding all indexes may take a while.
When I try to do a Simple Search for a solution, I get the following error message: java.sql.SQLException: ORA-20000: Oracle Text error: DRG-10599: column is not indexed.
The Oracle Text index column on your environment is not indexed, or the index is still being built. If the Knowledge Management Solution Index Synchronization concurrent program is running, then wait until the concurrent program has completed. Otherwise, you can recreate the index by submitting this concurrent program using the DR mode. You can also do this by running the following script:
$APPL_TOP/cs/patch/115/sql/cskbsetx.sql.
What does the following error indicate:java.sql.SQLException: ORA-20000: Oracle Text error: DRG-10599: column is not indexed?
The Oracle Text index column on your environment is not indexed, or the index is still being built. If the concurrent program associated to the index that gives this error is running, wait until the concurrent program has completed. Otherwise, you can recreate the index by submitting this concurrent program using the DR (drop and recreate) mode. Depending on the index, you can drop and recreate the index by running one of the following scripts:
For solutions: $APPL_TOP/cs/patch/115/sql/cskbsetx.sql
For statements: $APPL_TOP/cs/patch/115/sql/cskbelex.sql
For categories: $APPL_TOP/cs/patch/115/sql/cskbcatx.sql
I get the following java error when I click Find Similar Statements on the Solution Detail window: java.sql.SQLException: ORA-20000: Oracle Text error: DRG-10599: column is not indexed.
The Oracle Text Index is missing or it is being built. If the Knowledge Management Statement Index Synchronization concurrent program is running, then wait until the concurrent program has completed. Otherwise, you can recreate the index by submitting this concurrent program using the DR mode. You can perform this by running the following script:
$APPL_TOP/cs/patch/115/sql/cskbelex.sql <cs user>
Can the search methods (Using) on the Advanced Solution Search or the Simple Search page be configured?
Yes, you can configure the search methods on the Advanced Solution Search. The CS_KB_SEARCH_TYPE_OPTIONS Lookup Type contains a list of lookup values that represent the different search methods.
Why cannot I see the result of a search repository when I perform the simple search?
A search repository appears on the simple search result only if it is mapped the the respective context. A setting at the responsibility level overrides the application level, which then overrides the global level. Make sure that the repository is assigned to the lowest level of the desired context.
If the repository has already been assigned, and the result still does not show up, then check if the repository is of custom type and that the repository has been defined properly. A custom repository with an incorrect JRAD region causes the result tab not to show up. An administrator can check the log details to determine the exact cause of the issue.
A keyword pattern is hyperlinked based on an autolink setup. However, when I click the link, I do not have access.
Autolink functionality is not intended for security, and thus a hyperlink is created as long as the autolink configuration applies. If a user has a different type of contents that may be visible only to certain people, then a different autolink should be created and different statements may be needed to contain the different autolink.
I have defined an autolink and have created a solution that uses it. However, when I view the solution, I cannot see the keyword pattern being hyperlinked.
Please check the following:
The autolink has been mapped to the appropriate context.
If you create the statement details using the Rich Text Editor, then add the '>' character in the keyword pattern Preceding Characters field and the '<' character in the Parameter Following Characters field to enable the New Line delimiting character. The Rich Text Editor automatically generates HTML tags to wrap around each paragraph that you type in the editor.
For a keyword pattern used in agent pages, if the autolink is the Function type, then the function definition must include &cskDLink=OA.
A function definition used by an autolink must not contain "param=" at the end of its HTML call. If the URL needs to have a dynamic parameter value appended to it, then the proper procedure is to set the Destination Parameters field for an autolink.
Upon launching the Oracle Knowledge Management HTML user interface from the Service Request form, I receive the following error: “You have insufficient privileges for the current operation. Please contact your System Administrator.”
You may not have the appropriate security menu or function granted. For details of access control settings, see Access Control.
Why do I not get results when I use Oracle Knowledge Management from Service Request to search for a solution?
First of all, verify that you can search as a Knowledge Administrator:
Run the Knowledge Base Sync Index concurrent program to re-index the Oracle Knowledge Management solutions.
Verify that the solutions that you have created and submitted are not in the Draft status. The solutions must be in the Published status to be re-indexed.
If you can search as Knowledge Administrator, then verify that the Oracle Knowledge Management's required security profiles are properly set up for the application or Responsibility that you are using. For more information, see Set Up Security.
If you cannot perform a search even as a Knowledge Administrator (providing that you have already set up the required security profiles), then verify that the package cs_ kb_ctx_pkg is installed in your environment's ctxsys schema. If this package is not installed or is improperly installed, then the Oracle Text text indexes cannot properly become populated, and you cannot find anything in the knowledge base.
Install the package by running the $CS_TOP/patch/115/sql/cskbctxs.pls and cskbctxb.pls scripts. Use the parameters as documented in the scripts and then rebuild the index.
When performing search on Oracle Knowledge Management from integrated module, I am not brought to the Advanced Solution Search page.
The profile Knowledge: Search to display for integrating applications controls the search to perform from integration. The setting is defaulted to the Simple Search.
When performing Advanced Solution Search on Oracle Knowledge Management from Oracle Service, the Notes components of the service requests do not appear.
Verify the profile Knowledge: Pass all mapped notes to KM for solution searching and authoring. Please also make sure that the note type to statement type mapping is performed and that the notes are not of private status.
How can I link solutions to the calling application, say from Oracle Teleservice?
When you come from the update service request form to Knowledge Management search, you can link the solution back to the service request by clicking one of the buttons Yes, No, or Maybe.
In Oracle TeleService, after I click the Yes button for “Is this solution useful in resolving your question or problem?” and after I click the Refresh button on the Oracle TeleService Workbench tab, the solution does not appear in the Notes and Knowledge section and the row is not being added to the CS_KB_SET_ LINKS table.
Verify that the profile option Knowledge: Action for Positive Solution Feedback is set up to link solution as solved.
Also, clear the IBU and CS caches and bounce the server.
I have created a Solution Type, but when I create a solution it does not appear on the Solution Type list?
You must associate at least one Statement Type with your Solution Type. A Solution Type without an associated statement is incomplete and is not available to choose from the Solution Type list when a user creates a new solution.
The Rich Text Editor does not appear. Why? Rich Text Editor does not appear on the Create or Update Statement page even if I select HTML or HTML with Autolink content type. Why?
Rich Text Editor works only under a browser that supports IFRAMEs.
You need to turn off the OA Accessibility feature setting. The OA profile option is Self Service Accessibility Features.
Can I make the Statement Details field longer?
No, but its maximum length is now set at 1 GB.
Can I reference image files in a statement?
You can reference an image in a statement's details by copying the image from a Web page and pasting it in the statement details through the Rich Text Editor.
Uploading image from your desktop into the statement details is not supported.
When are statements considered duplicate?
A statement is considered duplicate if an existing published statement already exists with the same summary, type, visibility, and detail.
How do I publish a statement?
A newly created statement is in a Draft status by default. It is published when the solution for which it is initially created is published.
Why can I not edit a statement in a published solution that I am able to lock and update?
A published statement cannot be updated because different solutions can potentially share the statement. Updating of the statement may not be valid for the context of all the solutions that are using this statement.
If you do want to update a statement, you can perform a statement global update. You must have been granted function CS_KB_GLOBAL_UPDATE_FN before you can perform this action. You can access this from the Statement Search page.
Alternatively, you can copy as new an existing statement to create a new statement based on the existing statement and make the corresponding change to the new statement.
As a member of a resource group assigned to all steps in an authoring flow, how can I get an e-mail for a solution that I created and submitted to that authoring flow?
To get an e-mail notification for a solution, you need to verify that:
In the workflow user preference setup, HTML mail has been selected.
You have subscribed to the products or categories related to the solutions that you are interested in from the Subscription window.
You have assigned the user or resource to the resource group associated with the authoring flow step to which the solution is being submitted.
Ensure that the notification mailer in your environment is working.
Note: Users who have access to view the complete solution will receive notifications. The Security Setup for the user enables them to access both the solution and all its associated statements.
How do I delete a solution?
Deleting solutions is not allowed in Oracle Knowledge Management. You can perform a soft delete by creating an authoring flow to obsolete a solution.
Where are the attachments to the solutions in Oracle Knowledge Management stored?
Attachments to solutions in Oracle Knowledge Management are stored in the database through FND attachments. For more information on FND Attachments, see the Oracle Applications System Administrator's Guide.
How is Multi Lingual Support (MLS) used in Oracle Knowledge Management?
When you create a solution in one language, a copy of the solution is created in other languages that you have installed. If you assign the Publish status to any copy of the solution, then, the copy of the solution for other languages also gets published.
Hence, you need to verify that the solution is ready for all the installed languages before you put it in the publish state.
Why do I see the following warning even if I do not select any Statement Type or Solution Type while creating a solution:
"The statement types that follow are not compatible with the Solution Type that you have selected. Click the statement to modify its attributes."
All solutions and statements in Oracle Knowledge Management have to have a type. Statements without a type are considered as not compatible.
You have to update the statement to select a Statement Type. The warning goes away.
I have text solutions created that are no longer aligned on the new Solution Details page.
The profile Knowledge: Character display format for Statement text controls the Text content type style.
Can I end-date a Solution Type?
You can end-date Solution Type. End dating a Solution Type prevents any further solutions of this type from being created after the end-date has expired. Solutions currently in progress can complete. End dating does not delete the Solution Type from the database.
I cannot find the request set "Knowledge Management: index synchronization set", nor the concurrent programs "Knowledge Management Statement Index Synchronization", and "Knowledge Management Category Index Synchronization".
Verify that the request set and the concurrent programs have been assigned to your request group.
I login from jtflogin, but Oracle Knowledge Management does not function properly.
You need to use the Self-Service (e.g. PHP) login instead of the jtflogin to access Oracle Knowledge Management. Switching Responsibility from jtflogin will not resolve this issue.
After installing the system, I cannot find user actions tracked on Service Requests.
To turn on tracking:
Set the profile Knowledge: Time period (in seconds) for user activity log to a valid positive number.
Bounce Jserv after changing the value of the profile option.
Execute the following queries to see the tracking history in the database:
select a.*, b.*
from cs_kb_sessions a, cs_kb_session_attrs b
where a.session_id = b.session_id
order by a.last_update_date desc
Verify the value of profile Oracle iSupport: Option to Track Solutions Viewed During Service Request Creation.
Buttons do not show up but appear as links
Some buttons do not appear as buttons, but instead appear as links.
Verify that the directory /OA_HTML/cabo/images/cache/en/ (xxx.gif) is writable. CABO generates buttons in that directory.
Verify configuration of your X Server.
Why is the text that I enter in the Statement Summary field saved as a JSP file on the hard disk when I click the Export button on the Statement Detail window?
It is an Internet Explorer bug. You have to download and install a patch containing this fix from the Microsoft Web site.