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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
Two or more words in the same topic
|Either word in a topic||
|Topics that do not contain a specific word or phrase||
|Topics that contain one string and do not contain another||
|A combination of search types||
- Data persistence
- Database dictionary
- Keys and indexes in Service Manager
- Data maps
- Exporting records
- Importing records
- Unload script utility
- Purging and archiving records
- Master data records
- Database record auditing
- IR Expert
- What is Knowledge Engineering?
- Standard record lists and IR Expert
- Database Dictionary and IR Expert
- IR query features
- Using IR Expert to create a query
- Searching the central Knowledge Base
- Promoting or discarding a solution candidate
- IR Expert tasks
- Special considerations for using IR Expert
- How IR Expert evaluates documents for relevance
- IR Expert scirexpert file
- Creating an IR file
- Updates to IR files
- IR keys and non-IR keys
- Find Solution
- Customizing IR Expert
- Chinese, Japanese, and Korean language analyzer
- IR Expert file descriptions
- Record retrieval
- Database performance tuning
- Running the database maintenance utility
IR Expert is an intelligent, concept-based information retrieval engine that searches the Service Manager database for similar or related information based on a natural language query. For example, instead of relying on exactly matching keywords to find similar incidents in the Incident Management database, Service Manager uses the IR Expert engine and the description of an incident to locate similar incidents. IR Expert assigns a probability of relevance to the query results, and ranks them by relevance to the original query.
The Knowledge Base tool is a front-end to IR Expert. The Knowledge Base form enables users with specific search and operator restrictions to access solutions, specific databases or files, and other relevant data without compromising system security.
IR Expert has lexical analysis for Chinese and Korean.
For additional information on using IR Expert or Knowledge Management, see the related topics.
Using IR Expert and Adaptive Learning
Entity Relationship Diagram creation utility
IR Expert tasks
IR Query features
Promoting or discarding a solution candidate
Searching the central Knowledge Base
Standard record lists and IR Expert
Using IR Expert to create a query
What is Knowledge Engineering?