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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Edit the Knowledge Management Environment Record
User role: System Administrator, KMAdmin
Before you can use Knowledge Management and the search engine, you must configure settings. The Knowledge Management Environment record allows you to set up connectivity and define options, such as enabling adaptive learning and setting the number of documents to be returned from a search. This record contains default settings. However, you can configure these settings to meet your business needs.
To configure the Knowledge Management application environment settings, do the following:
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Click Knowledge Management > Administration > Environment.
- Select new options or clear default options. Your changes redefine the Knowledge Management environment for all users.
- Assign the Default Knowledge View Group to all operators who will have permission to search knowledge. A check mark ensures that all operators are able to view any documents in those document categories to which the default knowledge view group has access.
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Select the check box to enable Use Adaptive Learning to enhance search results to weight search results based on usage. You can artificially weight documents using Adaptive Learning by adding a phrase and adding a number of occurrences with the phrase to specify that the term or phrase occurs in the document a specified number of times. If the phrase is not literally present, this can have the effect of putting the phrase, or word, in the document. It also simulates the number of times the phrase is added to the document index, based on the quantity you choose to apply.
Note
- Clear the check box to disable Adaptive Learning.
- When you disable Adaptive Learning, you need to go to the "Manage Knowledgebases" screen and reindex all knowledgebases of type sclib.
- Adaptive Learning data is not deleted when Adaptive Learning is disabled.
- Specify the Maximum number of documents to be returned from a search.
- Specify the Default expiration period of time a document should be stored in the document queue before it expires.
Note: The time period specified here will be over-ridden if an expiration date was specified when the document was created using the Contribute New Document function. - Specify the style text for search results.
- If you have deployed Service Request Catalog for Service Manager, enable Knowledge Management search for Service Request Catalog users.
- Select the SRC? check box.
- In the Search Server field, select a virtual search server from the list.
- Click Full Reindex.
Note: Only the Service Manager knowledge library is available for Service Request Catalog users to search. - When you have finished making your changes, click Save and OK.
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Log out of Service Manager and then log back in again for your changes to take effect.
Caution When these fields are not set correctly and a user attempts to access a knowledgebase, the Manage Knowledgebase form displays an error, stating that the search engine is incorrect or not found, and asking you to check the environment settings.
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