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". |
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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
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| A combination of search types | ( ) parentheses |
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Sort the search results
Applies to User Roles:
All users
By default, knowledgebase search results are sorted only by Relevancy in descending order. Once you have completed a knowledgebase search and a list of search results is already displayed, you can specify your preferences to sort the results.
To sort the search results, follow these steps:
- Navigate to Knowledge Management > Search Knowledgebase.
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Perform a search.
A list of search results is displayed.
Note The sort options are not available until you have completed a search and a list of search results is already displayed.
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Specify the following sort preferences:
- Sort by multiple fields: If selected (default), sorts the current search results by a combination of these fields in the following order: Modified Date, Status, and Relevancy; If not selected, sorts the current search results by one of the these three fields.
- Modified Date: When clicked, sorts the current search results by modification date in ascending or descending order. The name of the actual sort field is "sysmodtime" for all out-of-box knowledgebases.
- Status: When clicked, sorts the current search results by status in ascending or descending order. The actual sort field being used varies with the knowledgebases: "problem.status" for Incident_Library, "open" for Interaction_Library, "status" for Knowledge_Library, and "rcStatus" for both KnownError_Library and Problem_Library.
- Relevancy: When clicked, sorts the current search results by relevancy in ascending or descending order.
Related topics
Tips for searching the knowledgebases
Searching the knowledgebases
Search engine relevance ranks
