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Index non-English Service Manager knowledge articles

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If you've existing knowledge articles or are planning to create knowledge articles in any language other than English, use the following procedure to resolve an indexing issue in Microsoft SQL Server 2016. This issue deals with non-English characters that are used in only the Analyst Content and the Internal Content fields in a knowledge article. You must perform this procedure on the computer that hosts the System Center - Service Manager database. You have two tasks to perform. The first is to edit the registry, and the second is to run a series of SQL Server query commands on the Service Manager database.

Note

The indexing issue has been resolved in the later versions of Microsoft SQL Server 2016. However, if the issue persists, resolve it by using the same procedure outlined for Microsoft SQL Server 2016.

Caution

Incorrectly editing the registry might severely damage your system; therefore, before making changes to the registry, back up any valued data on the computer.

You need three pieces of information for this procedure:

  • This globally unique identifier (GUID): E2403E98-663B-4DF6-B234-687789DB8560

  • The GUID of the .rtf file that you'll discover in the following procedure

  • The location of the file rtffil.dll, typically, C:\Windows\System32

For this procedure, it's assumed that the file rtffil.dll is located in the C:\Windows\System32 folder.

Edit the registry

  1. On the computer hosting the Service Manager database, sign in to the computer as a user with administrative credentials.

  2. On the Windows desktop, select Start, and select Run.

  3. In the Run dialog, in the Open box, enter regedit, and select OK.

  4. If the default instance was selected during Setup, in the Registry Editor window, expand HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\MSSQL13.MSSQLSERVER\MSSearch\Filters\.rtf.

    Note

    If the default instance wasn't selected during setup, the MSSQL13.MSSQLSERVER node will be different.

  5. In the right pane, double-click Default.

  6. In the Edit String dialog, in the Value data box, make note of the GUID that you find here. This is the GUID of the rtf. file that you'll use in step 8. Replace this value with the provided GUID, E2403E98-663B-4DF6-B234-687789DB8560. Ensure that open and close brackets surround this GUID. Select OK.

  7. In the registry tree, above the Filters node that you're currently in, is the CLSID node. Expand CLSID.

  8. In the left pane of the registry editor, locate the GUID that you saved from step 6. Right-click this node, and select Rename.

  9. Rename this node by using the provided GUID, E2403E98-663B-4DF6-B234-687789DB8560. Ensure that open and close brackets surround the GUID.

  10. In the right pane, double-click the Default key.

  11. In the Edit String dialog, in the Value data box, enter the path of the file rtffilt.dll. For example, enter c:\windows\system32\rtffilt.dll, and select OK.

  12. Verify that the data entry for the ThreadingModel key is set to Both.

  13. Close the Registry Editor.

Run the SQL Server commands

  1. On the computer hosting the Service Manager database, on the Windows desktop, select Start, select All Programs, select Microsoft SQL Server 2016, and select SQL Server Management Studio.

  2. In the Connect to Server dialog, perform the following:

    1. In the Server Type list, select Database Engine.

    2. In the Server Name list, select the server and instance for your Service Manager database.

    3. In the Authentication list, select Windows Authentication, and select Connect.

  3. In the Object Explorer pane, expand Databases, and select ServiceManager.

  4. In the toolbar, select New Query.

  5. In the center pane, enter the following commands, and select Execute.

    exec sp_fulltext_service 'verify_signature', 0  
go  
exec sp_fulltext_service 'update_languages'  
go  
exec sp_fulltext_service 'restart_all_fdhosts'  
go

  6. In the Messages tab, verify that the message Command(s) completed successfully appears.

Verify changing the .rtf filter

  1. On the computer hosting the Service Manager database, on the Windows desktop, select Start, select All Programs, select Microsoft SQL Server 2016, and select SQL Server Management Studio.

  2. In the Connect to Server dialog, perform the following:

    1. In the Server Type list, select Database Engine.

    2. In the Server Name list, select the server and instance for your Service Manager database.

    3. In the Authentication list, select Windows Authentication, and select Connect.

  3. In the Object Explorer pane, expand Databases, and select ServiceManager.

  4. In the toolbar, select New Query.

  5. In the center pane, enter the following, and select Execute:

    select * from sys.fulltext_document_types where document_type = '.rtf'

  6. The results pane shows the following results:

result value
document_type .rtf
class_id E2403E98-663B-4DF6-B234-687789DB8560
path C:\Windows\System32\Rtffilt.dll

Next steps