Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Use > Knowledge Management > Knowledege Management Workflows and Tasks > Search, View and Utilize Knowledge Document (ST 7.2) > Search the knowledgebases

Search the knowledgebases

Applies to User Roles:

User

You can search knowledgebases to determine if your current issue matches any existing incidents or problems with known solutions or workarounds. Using an existing solution or workaround reduces your organization's costs and ensures that you are following approved policies and procedures.

If your Service Manager uses the SOLR search engine, follow these steps to search the knowledgebases,:

Click Knowledge Management > Search Knowledgebase.
Type the key words or phrases you want to search for.
Select the knowledgebase libraries to narrow your search.
Click Search.

ITSMA Service Management searches knowledgebases and attachments, and returns with a list of results matching your search request.

Tip If there are no results, or you did not find useful information within the search results, type a new search string for your search or use Advanced Search to specify additional search criteria. For more information, see Use advanced search.
Click the document title or identifier to open the document.

In addition to the document content, you can also view additional information about the document. For example, if you open a document from Knowledge_Library, you can also see the following information about the document: Document ID, Document Type, Document subtype, Summary, Creation Date, Expiration Date, Author, Tags and Related (Document subtype is available only for the Reference type).

If you install and enable Smart Analytics as the search engine for your Service Management, you can search the knowledgebases using Smart Search. For more information, see Use Smart Search as a general search tool.

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