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
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
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
|
| A combination of search types | ( ) parentheses |
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- IR Expert tasks
- Access IR Expert
- Enable IR search for a file
- Regenerate IR keys
- Start IR Asynchronous mode
- Load data files with IR Expert keys
- Copy information from a query to a source record
- Create an IR Expert query
- Enable editing of Knowledge learning records
- Enable learning for Knowledge records
- Mark an Incident record as a solution candidate
- Modify an IR Expert query
- Promote or delete records in the protocore
- Search the central Knowledge Base
Promote or delete records in the protocore
Applies to User Roles:
System Administrator
In this example, we create a Problem Management solutions candidate and promote it to the central Knowledge Base (core table).
- Log in to the Service Manager Windows client.
- Open a new problem and add a solution.
- From the System Navigator, click Problem Management > Problem Control > Create New Problem.
- Open a new problem, input the desired text in the problem description field, complete other required fields, and then click Save.
- Click Next Phase.
- Provide a Closure Code, a Root Cause Description, and Suggested Workaround.
- Open the Activities section and update the New Update Type and New Update fields.
- Click Save to save the Problem, and then click Close Problem to close it.
- Click More or the More Actions icon, and select Post to Knowledge.
The server displays a message stating that the problem record has been successfully posted as a solution candidate.
- Click Tailoring > Knowledge Engineering > Solution Candidates.
IR Expert launches the Solution Candidate Editor.
- Search and open the solution candidate posted from the problem record. For example, on the Source Key/Info tab, you can type the problem record number (such as PM10001), and then click Search.
- To move the record into the central Knowledge Base, click Promote.
The server removes the promoted knowledge item from the list.
- Click OK to exit.
- From the System Navigator, click System Definitions > Tables > Core.
- In the Table management section, click Regenerate IR index.
- Select Now to re-index the file immediately, or select Later to do so at a later time.
- Wait until the IR Regen is complete, and click View all records in the table
- Scroll down to the bottom part of the list, and double-click the core table record to see the newly-promoted knowledge item.
Related topics
Access IR Expert
Copy information from a query to a source record
Create an IR Expert query
Mark an incident record as a solution candidate
Modify an IR Expert query
Search the central Knowledge Base
