Symptoms

A client submitted a ticket with no search results, even though there is an article about it.

Solution

KCS methodology strongly recommends describing symptoms in the same words and as the client sees them.

It is necessary to supplement the article in the symptoms section using the keywords the client uses to describe their problem.

Cause

The PostgreSQL search engine looks for the entire phrase, breaking it down into word forms.

The client entered the word 'SIP Lock', but the desired article was not found because it does not contain the word 'Lock' at all, although it generally describes the client's case.

The reason here is that engineers tend to describe cases in their own language, but it is necessary to use the client's words so that they can find the article when they write in their own words.