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.

To use Smart Search, follow these steps:

  1. Click the Smart Search icon on the top-right corner of the Service Management UI to display the search box.

  2. 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.
  3. 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.

  4. 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.