Symptoms

How are articles sorted in the search results in the widget inside a ticket? Is it possible to customize and filter this output, for example, selecting only "Draft, Verified, Published, etc."?

Solution

Articles are displayed by relevance, which is determined by full-text SQL search.

From the KCS methodology point of view, there is no difference in the status of the article. There is only a difference in the relevance of the solution to the described problem. For example, if a "Draft" is displayed at the top, then it makes sense to use and modify it, even if there might be a similar "Published" one. This indicates that the draft is more relevant to the specific context, and possibly in the future it will "win" over the old publication in terms of the number of related requests.

If the problem is that the search is cluttered with many duplicates, then the process of Checking Precision of Association should be applied to prevent their occurrence.