1. Administering Knowledge Management
  2. Enable File Attachment Content Processing

Enable File Attachment Content Processing

You must enable file attachment processing so that the contents of file attachments will be matched to users' search terms.

When users search in the service request knowledge panel, or in My Knowledge, the application will match their search terms to the contents of file attachments as well as articles. File attachments are included as separate document type in search results.

Note: Contents of video file attachments cannot be processed.

  1. Navigate to Other, Setup and Maintenance.

  2. Select Service, Knowledge Management, Manage Knowledge Search Profile Options.

  3. Select Yes for the profile value CSO_ENABLE_INDEX_ARTICLE_ATTACHMENTS.

  4. Navigate to Service, Knowledge Management, Manage Knowledge Search Dictionary.

  5. Select Content Processing, and run Queue all Authoring Articles to add all articles to the queue to be re-indexed in the next content processing run.

  6. If Content Processing is not scheduled, then manually start Run Incremental Content Processing.