Hello - we had an interesting case earlier this week that I am sharing to see if anyone else has seen it and if the causes are known.
We created an article on how to add articles to the KB. The person who created the article put it into one primary category and 6 secondary categories. The article was made accessible to Admins and also to four different member groups that correspond to the support staff for 4 different product lines. However, of the secondary categories assigned some were only visible to support staff for 1 or 2 of the four product lines.
The article turned up in searches conducted by those in the Admin group, but was invisible to anyone in the support staff member groups.
From running queries I confirmed that all the categories and member groups checked off in the UI were in the article or the related tables.
I then edited the article so it was only in one category - in this case it was OK to do so and still give staff access. At this point it appeared in the searches for staff.
I conclude that putting the article in multiple categories caused the problem, but I am concerned I don't know how to avoid it in the future - for example, if we have a windows related issue that affects several product lines, I want to be able to put the article in several categories without the chance that it will disappear from some searches by users or support staff.
Has anyone seen this issue and can they give me a 'rule of thumb' for what to avoid when assigning an article to more than one category? Any help is great!