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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Existing array query performance
Suppose you make the following Service Manager expert search from the Search Interaction Records form.
assignment.groups="Application"
If you enable the sqldebug:1 parameter, you can see that Service Manager converts this query in the following SQL statement:
SELECT NAME, ASSIGNMENT_GROUPS FROM HPOPERATORM1 WHERE ASSIGNMENT_GROUPS='Application';
However, since the ASSIGNMENT_GROUPS column is in a character large object data type, the RDBMS cannot query the field directly. Instead, the RDBMS must forward each row to Service Manager for it to evaluate the contents of the array. Using the out-of-box data, this query returns all 18 sample incident rows.
| Operator ID | Assignment Groups |
|---|---|
| CMS.Process | Application, Hardware, Network |
| Catherine.Campbell | Application, Network, Office Support (North America) SAP Support (North America) |
| ... | Application, ... |
| Rachel.Boudreau | Application, E-mail / Webmail (North America), Network, SAP Support (North America) |
Because of the inefficiency of this query, the system produces performance alert messages.
Partial File Scan for query involving fields {assignment.groups} (se.search.engine,select.records)
SQL Query incomplete because field (assignment.groups) in file (hpoperator) can not be used in an SQL query (se.search.engine,select.records)
Hit Ratio not achieved on file hpoperator and query (assignment.groups="Application"): Of 101 records checked so far, 94 did not match the query (display,show.rio)
A partial file scan has two adverse performance impacts on your system:
- The RDBMS uses network traffic to send rows to Service Manager
- Service Manager must search within the array of each row the RDBMS forwards to it
- The hit ratio can be low for such queries
Related concepts
Existing array mapping
Prepare to remap the array
New array mapping
New array query performance
