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 > Service Request Catalog Customization Guide > Miscellaneous tasks > Enable Knowledge Management

Enable Knowledge Management

Before a user creates a support request, you may want to encourage them to search an external knowledge database to find a documented solution or recommendation. This feature is optional, but can be useful to help your user community resolve problems quickly without opening formal support requests.

Before you try to enable Knowledge Management from Service Manager, verify the following:

You have a Knowledge Management license. Without this license, cannot display a Knowledge Management Search page.
Knowledge Management is configured according to the recommendations in the Knowledge Management documentation.

When you enable the Knowledge Management link, the interface displays a Search Knowledgebase window where the user can type a search phrase.

To enable the Knowledge Management link, follow these steps:

Open this file with a text editor:

C:\...\WEBINF\classes\applicationContext.properties

Locate and then set the src.km.enabled property to true.
Save and close the file.
Restart the Tomcat application server to make the changes take effect.

After enabling Knowledge Management, you must re-index the Service Request Catalog Knowledge Base index. To do this, follow these steps:

In the HPE Service Manager client, navigate to Knowledge Management -> Administration -> Environment.
Check the ? box.
Verify that the correct server is specified in the Search Server Name: drop-down box. If not, select the correct server from this drop-down box.
Click the Full Re-index button.

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