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 > Use Smart Search as a general search tool

Use Smart Search as a general search tool

Smart Search supports cross-module search from selectable sources inside and outside of Service Management. It can also perform fuzzy search, and use advanced filters. Smart Search used as a general search tool is supported for self-service users, mobility users, and Service Request Catalog users.

Search capabilities

	Scenario	Sample or explanation
Input - search key words	None of these words	NOT email
	Any of these words	email OR access
	All of these words	Email AND ACCESS
	Location between these words	email BEFORE access email AFTER access email NEARN access Note This means that the term access is within N words from the term email. For example, email NEAR1 access returns the results in which the term email and the term access are adjacent.
	This exact phrase	"email access"
	Wildcard	email, email?
	Punctuation	\\, \?, \*
	Free-text search/exact match search	Email/status = "true"
Output - Search accuracy	Configurable weight to determine the ranking of search result.	Relevance scores for matches in certain fields over matches in other less important fields
	Adaptive learning if use as solution
	Configurable Predefined condition for suggested solution based on context-aware search
Output - search list	Summary of search result plus the Customizable hitlist fields will be showed in search main page
Search Utility	Fuzzy Search	Search Emal, return result for correct typing: Email
	Support language-specific word stemming	Search break, return broken and breaks as well
	Attachment search	Separately search attachment
	Global filter for all libraries	Last modify time, status, assignment, affected services
	Facet oriented search per library	Configurable, all of matched field can be treated as facet to narrow down the search result
	Store last search condition for next usage per user
	Check all libraries in one click
	Clear all conditions in one click
	Show count per each value for search result.
	Language detection	Auto detect language according to the search key words
	Allow index duplicated fields for different search purpose, "Multivalue=true"

To use Smart Search, follow these steps:

Click the Smart Search icon on the top-right corner of the Service Management UI to display the search box.
Enter the desired search terms in the search box, and then press Enter. For example, type IM10005 in the Smart Search box, and then press Enter.

The Smart Search window opens and a list of documents that match your search terms is displayed. If no result is displayed, type a new search string for your search or use Advanced Search to specify additional search criteria.
Note
- You need to set up and verify the server connectivity for multiple servers and connectors.
- Automatic Smart Search is triggered only if you set Enable instant search in the Smart Search Tailoring page to true. For more information, see Customize context-aware search.

Optionally, configure the following additional search conditions to narrow the Smart Search results, and then click Search.

Field	Description
Search within results	This option is only activated when there are results returned. Click this option button to add it as a filter to the filter panel on the right. You can click the remove button on the filter to remove it. For example, type `Service` in the search box and then click Enter. After the results are returned, you click this option and a Previous Search: Service filter is added to the search results panel. Then, type Server in the search box and then click Enter. The results that are returned are the same as those returned if you search for Service AND Server.
General filter	Click the Filter button to cascade the general filter to filter the content by the last modified time. The option you select is added to the filter panel on the right. You can click Clear All to remove all the filters.
Library	Specifies the knowledgebases for your search repository.
All	Click the check box to select all the knowledgebases as your search repository.
<Knowledgebase name>	Click the check box to include this knowledgebase to your search repository. Note Your library options in Smart Search are remembered for your next login.

Click a document title or identifier to open it.

In the search results, if you click the button to vote up or vote down an article, this will affect the ranking of the search result next time. This is not configurable. Also, if the document is re-used for a solution, the ranking for this document is also affected. For detailed information, see Use adaptive learning in Smart Search.

Send Help Center feedback