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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.52

Administer > Smart Analytics administration > Tailoring > Enable Hot Topic Analytics for other modules

Enable Hot Topic Analytics for other modules

User Role: Administrator

In the out-of-box system, Hot Topic Analytics is available in the Service Desk, Incident Management, Problem Management, and Survey modules. If you want to use Hot Topic Analytics to help you identify hot topics in other modules such as Change Management, you can tailor your Service Manager system.

The following section provides two examples of how to enable Hot Topic Analytics for a module, one for Change Management and the other for Knowledge Management.

Enable Hot Topic Analytics for KM feedback

If you want to enable Hot Topic Analytics to help you identify hot topics in KM feedback and create incident records and KM articles from suggested candidates, follow these steps:

Add a new Hot Topic Analytics configuration record for the for kmfeedback, and index.

From the System Navigator, click System Administration> Ongoing Maintenance > Smart Analytics > Hot Topic Analytics.
In the Add Configuration drop-down list, select kmfeedback, and then click Add.

Enter information for all the required fields such as the title, contents, time stamp, and properties fields, as follows:

Section	Field	Value
Analytic Corpus	Title Field:	`Kmdocumentid`
	Contents Fields:	`Feedbacktext`
	Index Condition:	`True` Note You can define index conditions per business requirements.
Filter Fields	Timestamp Field:	`Create Time`
Filter Fields	Properties Field	`Author` `Kmdocumentid` `Useful`

Tip To fill in these fields, you can refer to the out-of-box Hot Topic Analytics configuration, and then use the same or similar settings.

Click Add
Click Start Index to start indexing.

Add a menu item to the System Navigator to display Hot Topic Analytics for kmfeedback.

From the System Navigator, click Tailoring > Tailoring Tools > Menus.
In the Menu Name field, type the parent menu where you want to add the new Hot Topic Analytics for Kmfeedback menu item, and then click Search to open the menu.

Tip For example, you can type HOME to add the new Hot Topic Analytics for Kmfeedback menu item to the main menu.

Add a new row at the end of the menu table by entering information for the following settings:

Setting	Value
Description	Hot Topic Analytics for Kmfeedback
Application	launch.idol.problem.hunter
Parameter Name	{"name","query"}
Parameter Value	{"kmfeedback","true"}
Condition	true

Click Save.

Tailor the IDOLModuleConfiguration script file so that it can work for the knowledge feedback in the Knowledge Management module:

Click Tailoring > Script Library.
In the Name field, type IDOLModuleConfiguration, and then click Search. The detailed script is displayed.

Add the following code in the MODULE_CONFIGS section:

//km feedback
    "kmfeedback": {
      actions : [{
        id: 'idol-action-list',
        text: scmsg(1033, 'idol'),
        aria: scmsg(1033, 'idol'),
        process: 'idol.hot.topic.view'
      },{
        id: 'idol-action-link-incident',
        text: scmsg(1025, 'idol'),
        aria: scmsg(1025, 'idol'),
        process: function() {
          return PDE.isIncidentEnabled() ? 'idol.hot.topic.create.pd.incident' : 'idol.hot.topic.create.incident';
        }
      },{
        id: 'idol-action-link-article',
        text: scmsg(1029, 'idol'),
        aria: scmsg(1029, 'idol'),
        process: function() {
          return 'idol.hot.topic.create.document';
       }
     }],
      displayscreen : "idol.hta.kmfeedback",
      next : function() { return generateTicketID("kmfeedback"); }
     
    }

Note In out-of-box systems, the IDOLModuleConfiguration script file enables Hot Topic Analytics only for incidents, problems, interactions and surveys.

Create a message List Kmfeedback for the List Kmfeedback button that you plan to display on the Hot Topic Analytics for Kmfeedback page:
1. Click Tailoring > Database Manager. Or, type db in the command line, and then press Enter.
2. Type scmessage in the Table field, and click the Search icon.
3. Open the message.edit format. The Search Message Records page opens.
4. Type idol in the Class field, and then click Search.
5. Specify the text and message number which was specified for the List Kmfeedback button in the script file in step 3.c. Click Add.

Create a new display screen idol.hta.kmfeedback by copying the idol.hta.pm display screen:

Type ds in the command line, and then press Enter.
In the Screen ID field, type idol.hta.pm, and then click Search.
Rename Screen ID as idol.hta.kmfeedback , click Add, then you will be asked if you would also like to copy display options and display event. Select Yes. The system automatically creates display events and display options for the idol.hta.kmfeedback display screen.

Then, modify the display screen accordingly. For the Initialization Expressions tab, modify as follows:

$L.title=scmsg(605, "idol")
 
$L.start.search=nullsub($L.start.search, false)
 
if ($L.start.search=true) then ($hta.analytics.action=nullsub($hta.analytics.action, "action"))
 
if ($L.start.search=true) then ($idol.ph.is.advfiler=false;if (not  (null($search.field.fromdate))) then ($idol.ph.is.advfiler=true);if (not  (null($search.field.todate))) then ($idol.ph.is.advfiler=true))
 
if ($L.start.search=true) then if (not  (null($search.field.advquery.cond))) then ($idol.ph.is.advfiler=true)
 
if ($L.start.search=true) then ($L.format="idol.hta.kmfeedback.content";if ($idol.ph.is.advfiler=true) then ($L.format="idol.hta.kmfeedback.advcontent"))
if ($L.start.search=true) then (if null($search.field.keyword) then ($search.field.keyword="*");$L.void=jscall("IDOL_Help.clickSearch4ProblemHunter"))
 
$L.start.search=false

Create a message Hot Topic Analytics for Kmfeedback for the idol.hta.kmfeedback display screen. The message number should be consistent with that defined in the Initialization Expressions tab of the idol.hta.kmfeedback display screen described in step 5, , as shown below:
```
$L.title=scmsg(605, "idol")
```
Create two formats idol.hta.kmfeedback.content and idol.hta.kmfeedback.advcontent for the kmfeedback HTA filters and advanced filters by copying the idol.hta.pm.content and the idol.hta.pm.pd.advcontent. formats respectively:
1. Type fd in the command line, and then press Enter.
2. In the Form field, type idol.hta.pm.content, and then click Search.
3. Click More or the More Actions icon, and then select Copy/Rename. Rename the format as idol.hta.kmfeedback.content and then click Copy.
4. Repeat step a to c to create the idol.hta.kmfeedback.advcontent format.
Modify the controls in the two kmfeedback formats accordingly:
- Rename the caption name as Hot Topic Analytics for Kmfeedback.
- (For idol.hta.kmfeedback.advcontent only) Delete the original filter controls and add filter controls for Kmfeedback.
  
  Note Filter fields defined here should be consistent with those defined in Properties Fields under the Filter Fields section of the Hot Topic Analytics configuration record, as described in step 1.
- (For idol.hta.kmfeedback.advcontent only) In the properties window of the Edit Query control, configure both the Query Table Name and the Current Record Table Name properties as kmfeedback.

Modify the following configurations for the display options created in step 5:

Unique ID (Alternative text/label)	Value in RAD > Pre Rad Expressions
idol.hta.kmfeedback_advfilter (Adv Filters)	$idol.ph.is.advfiler=true $L.format="idol.hta.kmfeedback.advcontent"
idol.hta.kmfeedback_hideadv (hide advanced search)	$idol.ph.is.advfiler=false $L.format="idol.hta.kmfeedback.content"
idol.hta.kmfeedback_clearfilter (Clear filters)	Modify the expressions as follows: $idol.ph.is.advfiler.old=$idol.ph.is.advfiler $idol.ph.has.advfiler.value=false if (not (null($search.field.fromdate)) or not (null($search.field.todate)) or not (null(author in $L.file)) or not (null(kmdocumentid in $L.file))) then ($idol.ph.has.advfiler.value=true) $search.field.fromdate=NULL $search.field.todate=NULL $search.field.advquery.cond=NULL $search.field.advquery.conddesc=NULL $xmlString2=NULL $L.company=NULL author in $L.file=NULL kmdocumentid in $L.file=NULL useful in $L.file=NULL $idol.ph.is.advfiler=true $L.format="idol.hta.kmfeedback.advcontent" $L.format="idol.hta.kmfeedback.advcontent"
idol.hta.kmfeedback_findhottopics (Find Hot Topics)	$idol.ph.is.advfiler=false if (not (null($search.field.fromdate))) then ($idol.ph.is.advfiler=true) if (not (null($search.field.todate))) then ($idol.ph.is.advfiler=true) if (not (null(useful in $L.file))) then ($idol.ph.is.advfiler=true) if (not (null(kmdocumentid in $L.file))) then ($idol.ph.is.advfiler=true) if (not (null(author in $L.file))) then ($idol.ph.is.advfiler=true) if null($search.field.keyword) then ($search.field.keyword="*") $L.void=jscall("IDOL_Help.clickSearch4ProblemHunter")

Create a new screlconfig record for recording relationship between km feedback and incidents.

You can create the record by copying an existing one in the system, as follows:

Type db in the command line, and then press Enter.
In the Table field, type screlconfig, and then click Search. A list of screlconfig records is displayed.
Open a rootcause record whose open.application type is document.new and view.application type is se.search.engine, rename the record as kmfeedbackand then click Add.

Modify the record as needed and ensure of the following:.

File names and table names defined in the record are kmfeedback.

For example, the table name for the View Names and View Values under the View tab should be kmfeedback:

View names	Value
text	kmfeedback
query	$L.query

Unique field name in the queries and script snippets here is consistent with that specified in the Unique Field Name field.

For example, if you specify Id in the Unique Field Name field, the Query and script in the expressions should be similar to the following:

Field	Value
Query	"id isin "+str($L.unique.array)
Post Open Expressions	depend in $L.relation=str(id in $L.related)
Pre View Expressionss	if (filename($L.primary)={"kmfeedback"}) then ($L.number=id in $L.primary) if (filename($L.related)={"kmfeedback"}) then ($L.number=id in $L.related) $L.query=nullsub("id=\""+$L.number+"\"", "true"
Active Condition	True

The filters defined for the Descriptions field are consistent with those defined in Properties Fields under the Filter Fields section of the Hot Topic Analytics configuration record, as described in step 1.

Modify the vj.number.1 source field of the probsummary link file to display related kmfeedback in incident records:
1. Type link in the command line, and then press Enter. The Link File search page is displayed.
2. In the Name field, type probsummary, and then click Search. A list of source field records is displayed.
3. Move the cursor to the vj.number.1 record, right-click the mouse and then click Select Line. The record opens.
4. In the Query field, add the following code at the end:
  
  or depend.filename="kmfeedback"

Add a kmmapping record of kmfeedback for opening km article from knowledge feedback:

Type db in the command line, and then press Enter. The Link File search page is displayed.
In the Table field, type kmmapping, and then click Search. The Knowledge Management Mapping Record search page is displayed.
In the Map Name field, type kmfeedback and then click New.The record is created.

Configure the Search and the Create Solutions tabs accordingly, as follows:

For the Search tab:

Source Field in Current Record	Target Search Field
feedbacktext	query
id	contexttag

For the Create Solutions tab:

Document Type	Source Field in Current Record	Target Search Field
all	feedbacktext	tite
reference	feedbacktext	reference

Log off and log back on to Service Manager. Now you can access and use Hot Topic Analytics for kmfeedback from the System Navigator.

Enable Hot Topic Analytics for Change Management

If you want to enable Hot Topic Analytics to help you identify hot topics in Change Management, follow these steps:

Add a new Hot Topic Analytics configuration record for the Change Management module:
1. From the System Navigator, click System Administration> Ongoing Maintenance > Smart Analytics > Hot Topic Analytics.
2. In the Add Configuration drop-down list, select cm3r, and then click Add.
3. Enter information for all the required fields such as the title, contents, time stamp, and properties fields, and then click Add.
  
  Tip To fill in these fields, you can refer to the out-of-box Hot Topic Analytics configuration, and then use the same or similar settings.
4. Click Start Index to start indexing.

Add a menu item to the System Navigator to display Hot Topic Analytics for Changes:

From the System Navigator, click Tailoring > Tailoring Tools > Menus.
In the Menu Name field, type the parent menu where you want to add the new Hot Topic Analytics for Changes menu item, and then click Search to open the menu.

Tip For example, you can type HOME to add the new Hot Topic Analytics for Changes menu item to the main menu.

Add a new row at the end of the menu table by entering information for the following settings:

Setting	Value
Description	Hot Topic Analytics for Changes
Application	launch.idol.problem.hunter
Parameter Name	{"name","query"}
Parameter Value	{"cm3r","true"}
Condition	true

Click Save.

Tailor the IDOLModuleConfiguration script file so that it can work for the change records in the Change Management module:
1. Click Tailoring > Script Library.
2. In the Name field, type IDOLModuleConfiguration, and then click Search. The detailed script is displayed.
3. Modify the script accordingly.
  
  Note In out-of-box systems, the IDOLModuleConfiguration script file enables Hot Topic Analytics only for incidents, problems, interactions and surveys.
  
  Tip You can search for rootcause in the script file to see where you need to make changes for the script to support other modules.
Create a message for the button that you plan to create on the display screen of Hot Topic Analytics for Changes.
1. Click Tailoring > Database Manager. Or, type db in the command line, and then press Enter.
2. Type scmessage in the Table field, and click the Search icon.
3. Open the message.edit format. The Search Message Records page opens.
4. Type idol in the Class field, and then click Search.
5. Specify the message number and text as needed. Click Add.
Create a new display screen for Change module in the following way:
1. Type ds in the command line, and then press Enter.
2. Specify the fields on the definition form as needed.
3. Click Add.
Tip You refer to the idol.hta.pm display screen for configuration.
Create display options for the display screen which is added in step 5.
1. Type do in the command line, and then press Enter.
2. Specify the fields on the definition form as needed.
3. Click Add.
Tip You can refer to the Options tab in the idol.hta.pm display screen for the definitions of options.
Create display events for the display screen which is added in step 5.
1. Type de in the command line, and then press Enter.
2. Specify the fields on the definition form as needed.
3. Click Add.
Tip You can refer to the Events tab in the dol.hta.pm display screen for the definitions of events.
Create formats for Change module filters and advanced filters respectively. For detailed information, see Create a form using the Form Wizard.

Tip You can refer to the idol.hta.pm.content and idol.hta.pm.advcontent formats as examples for your tailoring.
Create processes which you used for Change Module in the IDOLModuleConfiguration script file as described in step 3. For detailed information, see Create and modify a Process.

Note Ignore this step if you used OOB processes when modifying the IDOLModuleConfiguration script file.
Log off and log back on to Service Manager. Now you can access and use Hot Topic Analytics for Changes from the System Navigator.

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