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.
Words and Phrases
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- IR Expert
- What is Knowledge Engineering?
- Standard record lists and IR Expert
- Database Dictionary and IR Expert
- IR query features
- Using IR Expert to create a query
- Searching the central Knowledge Base
- Promoting or discarding a solution candidate
- IR Expert tasks
- Special considerations for using IR Expert
- How IR Expert evaluates documents for relevance
- IR Expert scirexpert file
- Creating an IR file
- Updates to IR files
- IR keys and non-IR keys
- Find Solution
- Customizing IR Expert
- Chinese, Japanese, and Korean language analyzer
- IR Expert file descriptions
Standard record lists and IR Expert
When you create a query, Service Manager checks the target file for IR keys. If you specify data that is part of an IR key, then Service Manager runs an IR query before any other query. By default, IR Expert returns a list of records for each search. The number of records selected is a function of the granularity of the IR parameters and the presence or absence of additional, non-IR query elements.
IR queries can be combined with other queries to help narrow the search for information. For example, in Incident Management you may want to find out about a particular application error code, but only for incidents in the sysops assignment group. If you type sysops in the assignment field, and the application fails with 00023.EXE, and you describe this in the incident description, IR Expert searches for incidents that are like the incident description first. For a match to occur, the description contains words related to the stems of each major component of the example message. Next, Service Manager eliminates any incidents found by the IR search if the assignment field does not begin with sysops.
You can also use an IR search in conjunction with the Find option by defining a link from a field normally used in an IR query in the source file to any field that is part of an IR key in the target file.
For example, you can define a link from the Action.action field of the problem file to the description.structure.description
field of the cm3r file to detect similar change requests when opening or updating an Incident.
Related topics
IR Expert
What is Knowledge Engineering?
IR Query features
Using IR Expert to create a query
Searching the central Knowledge Base
Promoting or discarding a solution candidate
IR Expert tasks
