SAP Knowledge Base Article - Public

3295558 - "Knowledge Base Server is down" error pops up while searching for a keyword in Search Knowledge Base tile in Ask HR application


In a knowledge base integration with SAP SuccessFactors Work Zone, while searching for a keyword in Search Knowledge Base tile in Ask HR application, following error pops up

Knowledge Base server is down. Please try again later.
HTTP Status 500 - An internal application error occurred.


SAP SuccessFactors HXM Suite

Ask HR application

Reproducing the Issue

1. Click Ask HR icon on top right corner of the employee home page in SFSF
2. On the pop-up window, click "Search Knowledge Base" tile 
3. In the search bar enter random word say 'maternity' and hit on magnifying glass for system to initiate search
4. ERROR message is displayed as mentioned in the Symptom section


Incorrect Token Service URL configured under sap_workzone_odata destination in SAP BTP Cockpit.


The format of the Token Service URL is https://<your SAP Work Zone URL>/api/v1/auth/token

If Custom Domain is configured under SAP Work Zone - Administration Console --> Overview, then Token Service URL would be like

https://<Custom Domain URL>/api/v1/auth/token

See Also

Implementation Guide: Implementing Service Center in Employee Central


knowledge, base, server, down, http, status, 500, sap_workzone_odata, Ask HR, search  , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , Problem


SAP SuccessFactors HXM Suite 2211