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 |
|
Knowledge Management record mapping
The Integration Mapping function enables you to map fields between two tables in Service Manager. This allows users to search, retrieve, and author documents more efficiently since data is shared between operations.
In the out-of-box system, there are record maps predefined for the incidents, knownerror, probsummary, and rootcause tables. The Integration Mapping function provides a form for mapping fields, searching, retrieval, and authoring.
The Map Name field is the name of the mapping. By default the out-of-box mappings are named according to the Service Manager file name they provide a mapping for. If a Map Name other than the Service Manager file name is used, the thread variable $gamapname must be set to the value of the Map Name from the Display Option that is used to call the mapping.
The Source Field in Current Record column specifies the field in Service Manager that is sent to the Knowledge Management Target Search Field. A literal string value can be specified in quotation marks. Any string of characters specified within quotation marks is copied literally (without the quotations) into the Target Search Field.
The Target Search Field column specifies the field in Knowledge Management that receives the data sent from the source field. If a field is specified as a target for more than one source field, the data from the source field is appended (in the order specified in the mapping) into the target field. A value of "QueryString" specified in this column indicates that the data from the source field is sent as part of the non-fielded search string (such as if a user typed into the "Enter your question" box in the Knowledge Management search interface). A value of "contextTag" is used to indicate that the source field value will be used to track all search activity in the kmsearchhistory and kmusagehistory tables.
Note The viewed statistic in kmusagehistory is intended to track documents that were viewed as the result of a search. This indicates if a knowledge document can be found and used in its existing state. If a document is viewed from a URL linked directly to the kmdocument record, the viewed statistic in kmusagehistory is not incremented. You can change this default behavior by specifying a parameter with the URL request. When the parameter is specified, the usage history and view count will be logged and incremented.
Tip The additional parameter to add at the end of the URL query is as follows:
&relatedSystem=URLQuery
Field mappings between the knownerror and kmdocument tables
Note These descriptions are based on the out-of-box field mappings between the knownerror table and kmdocument table. If these field mappings have been modified on your system, the data for the fields on your Contribute New Knowledge form may be different than what this topic describes.
You can create a knowledge document for a known error. When you do this, the out-of-box system provides the following information on the Contribute New Knowledge form for the known error. This information is only available for the knowledge document if it is present in the knownerror table record.
| Field | Description |
|---|---|
| Title | This entry comes from the brief description in the knownerror record. |
| Error Message | This entry comes from the description field in the knownerror record. |
| Cause | This entry comes from the root cause description in the knownerror record. |
| Workaround | This entry comes from the workaround and resolution description in the knownerror record. |
Related topics
Knowledge Management integration with Incident Management
Knowledge Management integration with Problem Management
Knowledge Management integration with Service Desk Interaction
