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 > Smart Analytics overview

Smart Analytics overview

Built on Service Manager (SM) and using an OEM-licensed version of HPE IDOL, SM Smart Analytics heralds the debut of the "Big Data" edition of Service Manager. This powerful SM-IDOL integration drives automation further into ITSM processes by mining unstructured data and by extracting information from different types of data. Smart Analytics in the current release focuses on the following:

Improving the processes of Help Desk management
Reducing the time and effort expended on interaction submittals by end users and IT professionals
Accelerating the process of problem management
Improving search experience across a variety of internal and external content

Smart Analytics enables your Service Manager to become a more intelligent and efficient system by extracting and understanding your content. In this release, Smart Analytics includes the following features:

Smart Ticket

With Smart Ticket, you can quickly submit a Service Desk record by just entering a description or attaching a picture. Smart Analytics intelligently populates other fields, such as category or affected services, by extracting and analyzing the content that you entered in the record.

Hot Topic Analytics

Hot Topic Analytics intelligently displays an interactive diagram that indicates the hot topics among recent interactions, incidents, problems, or surveys. Hot Topic Analytics enables you to easily discover common issues, identify escalation candidates, and create new records for escalation based on the selected candidates.

Smart Search

Smart Search enables you to search across a variety of content, including Service Management records (such as Incidents and Changes), SharePoint documents, static web pages, and KM documents. You can integrate multiple knowledge libraries by configuring different search connectors, so that Service Management users can search all the information that they can access.

Note In Service Management, Smart Email and Virtual Agent provide intelligent solutions using these Smart Analytics features.

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