Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Packaging and importing knowledge articles
Service Management enables you to perform a mass import of knowledge articles to populate the Knowledge Management module. Articles are imported in a standard package created by the Knowledge Packaging Tool.
The packaging process:
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Retrieves articles from their source using a simple article retriever plugin that retrieves articles from a hierarchy of folders on a file system.
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Converts the articles to an HTML format using an article retriever plugin.
Note Conversion capability of different file formats is NOT provided with the tool and is the responsibility of the customer to implement.
- Parses the articles to find links to images and other articles.
- Downloads images that are embedded in the articles.
- Rewrites links that refer to other articles to avoid broken links when the articles are imported into Service Management.
- Packages all articles and images together, so that after importing to Service Management, images are visible and links between articles work.
The Knowledge Packaging tool includes metadata when packaging the articles, such as author and tags.
Because the content and metadata for the articles can be located anywhere (such as a SharePoint site, a wiki, on a file system, and so on), the tool requires the implementation of some code that extracts the content and metadata from the data source while running the tool.
When you run the Knowledge Packaging tool, a complete package is created that can later be imported into Service Management.
For information on packaging your articles, see Quickstart - How to package knowledge articles using the Knowledge Packaging Tool.
Note For advanced users. The Knowledge Packaging tool can also be used to package articles from other sources, and in various file formats.
For information on importing a knowledge package into Service Management, see How to import knowledge article packages.
Related topics
