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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Customize context-aware search
User Role: Administrator
Context-aware search enables users to view records and search results in the same window. Users can copy a solution from the search results to the working record or trigger automated tasks. Depending on configurations of Smart Search action handler in the Smart Search Tailoring page, you can enable the context-aware search icon inside a record by performing either of the following :
- Add the 9527 display option to the specific display screen.
- Customize the Enable Condition field in the Smart Search Predefined Filters page.
Note You can configure Smart Search action handler drop-down list through Smart Analytics > Smart Search > More > Tailoring. For more information, see Smart Search action handler.
Service Manager provides out-of-box pre-defined filters and actions for different libraries. The information of pre-defined filters and actions is saved in the smartsearchpreconditions and smartsearchaction tables. To perform Smart Search for a record, you can customize the Smart Search pre-defined filters to narrow down the library scope, and you can customize the Smart Search actions to pre-define the possible actions based on your search conditions and results.
To customize Smart Search pre-defined filters, follow these steps:
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Click Smart Analytics > Smart Search > More > Predefined Filters.
The Smart Search Predefined Filters page opens.
- Click Search to open all the available pre-defined filter records.
- Double-click a record to view or change it. Service Manager displays each record in its appropriate form.
- Update any field within the record.
- If you make changes, click Save.
Note Make sure that the filename record is already defined as a Knowledge Management Mapping Record. Otherwise, you must define the file name from Knowledge Management > Configuration > Integration Mapping.
To customize Smart Search actions, follow these steps:
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Click Smart Analytics > Smart Search > More > Smart Search Action.
The Smart Search Action page opens.
- Click Search to open all the available action records.
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Double-click a record to view or change it. Service Manager displays each record in its appropriate form.
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Update any field within the record.
Note The integration with Operations Orchestration Flow in context-aware search is supported in Incident only.
- If you make changes, click Save.
To customize Smart Search settings, follow these steps:
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Click Smart Analytics > Smart Search > More > Tailoring.
The Smart Search Settings page opens.
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Update the following fields as needed.
- If you make any changes, click Save.
- Log off and then log onto Service Manager for the changes to work.
We welcome your comments!
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