A common issue end users encounter is that a document or datasource is missing from Super Search. In this article we will review the most common reasons for this issue and how to debug as an Admin.
Note: If you are encountering a missing document issue please review the following reasons listed below before reaching out to Super Support for additional assistance.
App Visibility
When setting up an App, Admins can specify who can see results from a datasource. This setting is respected in the Super search results page.
How to Debug:
Navigate to Workspace Settings > Apps > Datasource > Overview. Your App Visibility will either be Off, Visible to all teammates, or Visible to test group only.
- If App visibility is Off, enable visibility for teammates.
- If App visibility is Visible to all teammates, review User Permissions.
- If App visibility is Visible to test group only, make sure the user is in the test group.
Default Access Group Settings
In Apps such as Atlassian and Jira, Admins can set a default access group during setup. If set, a user must be included in the default access group to see results for the datasource.
How to Debug:
Navigate to Workspace Settings > Apps > Datasource > Setup. Please note that not all Datasources have the option to list a default access group.
- If a default access group is specified, make sure the user is in this group.
- Alternatively, the default access group may need to be updated or removed. This can be done in the Setup tab.
User Permissions
The visibility of a document in Super is determined by the permissions set during the indexing process.
How to Debug:
Admins can use the Verify Access tool in Workspace Settings to confirm if a user has the correct permissions to view a document.
- If permission shows as "Full Access", ask the user to paste the document url in Search to validate that they are able to view the document.
- If permission shows as "No Access", but a user does have access to the document, please reach out to Super Support for assistance.
Search Query
A user may have the correct permissions to view a document, however, the document may not appear in the search results page due to the search query.
How to Debug:
Similar to User Permissions debugging, Admins can use the Verify Access tool in Workspace Settings to confirm if a document is missing because of the user's permission or the search query used.
If permission shows as "Full Access", ask the user to try their search query again:
- If the document appears, there may have been a delay in the document indexing and the issue is resolved.
- If the document is missing, use the Share Feedback button to help us improve our search results.
If you have questions please reach out to Super Support.