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 Hot Topic Analytics to create an incident, problem, change, or interaction
User Role: Incident Manager, Problem Manager, Change Manager
You can easily identify incident, problem, or change candidates based on the hot areas automatically suggested by Hot Topic Analytics.
Note You must use the web client instead of the Windows client to view the dynamic topic map in Hot Topic Analytics.
To use Hot Topic Analytics to find incident, problem, or change candidates, follow these steps:
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Log on to Service Manager from the web client.
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Do one of the followings to access Hot Topic Analytics for your module:
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Click Service Desk > Hot Topic Analytics. On the Hot Topic Analytics for Interactions screen, you can analyze the interactions that are categorized for the suggested hot topics, and then create new incidents based on your selected interactions.
Note If Process Designer and the streamlined interaction solution are enabled for the Service Desk module, we recommend that you remove the Create Incident action from the Hot Topic Analytics for Interactions screen to accommodate the streamlined interaction solution. For information on tailoring the actions, see Customize actions in hot topic map.
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Click Incident Management > Hot Topic Analytics. On the Hot Topic Analytics for Incidents screen, you can analyze the incidents that are categorized for the suggested hot topics, and then create new problems or changes based on your selected incidents.
- Click Problem Management > Hot Topic Analytics. On the Hot Topic Analytics for Problems screen, you can analyze the problems that are categorized for the suggested hot topics, and then create new changes based on your selected problems.
- Click Survey Management > Hot Topic Analytics. On the Hot Topic Analytics for Surveys screen, you can analyze the surveys that are categorized for the suggested hot topics, and then create new interactions or list surveys based on your selected surveys.
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View the hot topics suggested by Hot Topic Analytics.
- The size of a topic indicates the heat of the topic. The background color of a topic serves to identify the topic.
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You can click a hot topic to drill down to the sub-topics.
Note In the out-of-box system, for the Hot Topic Analytics for incidents, the last level of the topic map is the affected service.
- The records that belong to a topic are displayed in the list on the right.
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If you want to run a custom analysis, enter your keywords, and then click Find Hot Topics.
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If you want to further refine the results, click Advanced Filter, specify your filters, and then click Find Hot Topics again. The graphic is refreshed with the filtered results.
Tip If you want to build complex queries based on your specific needs, you can click Edit Query to use Query Editor to define your queries. When you define your queries, be sure to use only the fields that are specified in the Properties Fields section of the Hot Topic Analytics configuration. Otherwise, your queries will not take effect because the fields that you use are not included in the analysis of Hot Topic Analytics.
- Review the filtered records that are listed to the right of the graphic to identify the candidates for escalation. You can click the record ID to view the record detail.
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After you identify the candidates, select the check boxes before the record IDs, and then click the corresponding button (such as Create Problem). A form to create the new record is displayed, and some fields are populated based on the selected candidates.
Note For the Hot Topic Analytics for Incidents, you need to select Create Problem or Create Change/Article from the Analytics Action drop-down list so that the Create Problem or Create Change button can be displayed when you select the candidates.
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Update the form as needed, and then click Save to create the new record.
When the new record is created, the selected candidates are listed in the Related Records section of the new record.
We welcome your comments!
To open the configured email client on this computer, open an email window.
Otherwise, copy the information below to a web mail client, and send this email to ovdoc-ITSM@hpe.com.
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