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Articles that Have Search Keywords in the Internal Section of the Article Come Up in the Search Results

about 11 years ago | Article no. 2083
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THIS ARTICLE APPLIES TO:

Knowledgebase versions prior to 8.3.2

ISSUE DESCRIPTION:

Searches for terms in hidden template sections appear in search results, despite Template Body Security being enabled.

ROOT CAUSE:

This issue occured in versions prior to 8.3.2 as the hidden content was still being indexed by the search engine (Microsoft Indexing Service) even though it was being hidden from the end user at runtime.

SOLUTION OR WORK AROUND:

Upgrading to Knowledgebase version 8.3.2 will resolve this issue.

In versions prior to 8.3.2 it is possible to disable Synopsis in the search results view, which will at least ensure that the customer cannot ever view the hidden content.  However article results will still be returned for articles where the search word appears in a hidden section.

Please follow the steps below to disable Synopsis:

  1. In the KB Admin Control Panel, click on the Portal Tab.
  2. Click the name of the affected Portal.
  3. Click Configure under Portal Customization.
  4. Click Edit under Article display.
  5. Uncheck Synopsis under Article Display.
  6. Scroll down and click Save.

 

AFFECTED SYSTEMS & USERS:

Customers, Internal Users and Administrators.

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If this issue continues after following these steps, please contact our Support group at 877-373-7848 or via email at cimsupport@moxiesoft.com.