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.
Search for | Example | Results |
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A single word | cat
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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 |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- User tasks
- Use Smart Search as a general search tool
- Use Smart Search to find a solution
- Use adaptive learning in Smart Search
- Create a Smart Ticket in ESS
- Create a Smart Ticket in SRC
- Create a Smart Ticket in Mobility client
- Create a Smart Ticket in Service Manager Service Portal
- Create a SmartTicket in power user view
- Use Hot Topic Analytics to create an incident, problem, change, or interaction
- Use Hot Topic Analytics to create a KM article
- Use Hot Topic Analytics to set incident parent
- Access Hot Topic Analytics from SM reports
Use adaptive learning in Smart Search
Smart Search adaptive learning is enabled by default to collect words or specific phrases used to search a knowledgebase for those documents that are considered useful or can be performed with actions.
Smart Search maintains a count which specifies the number of times search words or phrases resulted in finding a useful document (whether marked as useful or used as a solution). Each time a user performs a search using the same words or phrases, the count is incremented or a new entry is created when the search returns useful results. Also, each time an operator clicks the Use Solution button, the phrase used by the operator to search for the solution is saved or the count is incremented for the phrase for the adaptive learning record associated with the solution.
Note For a working copy of a document that has no published version, the system collects the words and phrases for adaptive learning. For a working copy of a document that already has a published version, the system does not collect the words and phrases for adaptive learning.
Example: If monitor or blue monitor is used in a document that resolves an incident and is used as a solution or performed with other actions, the phrase blue monitor or the word monitor is appended to the adaptive learning terms for that document and the count is incremented. For additional searches, a document with one blue monitor in it will come up with a reasonable relevancy. You can also change the count of monitor to 15, for example, to make this document appear higher on the search results list than another document with the word monitor in it.
At the same time when an operator clicks the Use Solution button, the system creates or increments the associated AuTNRANK value of this record. When an operator performs a search by using advanced search and then clicks the Vote button to mark a document as useful, the system also creates or increments the associated AuTNRANK value of this record as follows:
- When the search results are filtered by "Any of these words," the system adds separate entries for each word in the search phrase.
- When the search results are filtered by "All of these words" or "This exact phrase," the system creates a single entry for all the words in the search phrase.
The AuTNRANK value becomes a weighted value so that when another user performs a different search using the same words or phrase, documents containing the same words or phrase are returned higher on the hit list in the next set of search results.
Note If you perform a full re-index of a knowledgebase, all the AuTNRANK values are removed from the library.
We welcome your comments!
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