" Search String Including the ""&"" Character Returns Zero Results."
THIS ARTICLE APPLIES TO:
Knowledgebase versions 8.1 through 8.3.2 Hotfix 3
ISSUE DESCRIPTION:
Within the Customer Portal, any search term containing the ampersand character (&) returns zero search results.
ROOT CAUSE:
The Autonomy search engine utilizes the "&" character internally and the inclusion of the character in a search string prevents the search string from being parsed fully. This causes the search engine to report zero results matching the search term.
SOLUTION OR WORK AROUND:
It is recommended that you do not use the ampersand character in your search queries, to avoid this issue. This is scheduled to be corrected in Knowledgebase version 8.3.2 Hotfix 4 which is targeted for release in early November 2010.
AFFECTED SYSTEMS & USERS:
Any user performing a search including the "&" character will see zero search results returned.
ADDITIONAL INFORMATION:
ESCALATION PROCEDURE:
If this issue continues after following these steps, please contact our Support group at 877-373-7848 (option 2), or via email at CIMSupport@moxiesoft.com.