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Standard record lists and IR Expert

When you create a query, Service Manager checks the target file for IR keys. If you specify data that is part of an IR key, then Service Manager runs an IR query before any other query. By default, IR Expert returns a list of records for each search. The number of records selected is a function of the granularity of the IR parameters and the presence or absence of additional, non-IR query elements.

IR queries can be combined with other queries to help narrow the search for information. For example, in Incident Management you may want to find out about a particular application error code, but only for incidents in the sysops assignment group. If you type sysops in the assignment field, and the application fails with 00023.EXE, and you describe this in the incident description, IR Expert searches for incidents that are like the incident description first. For a match to occur, the description contains words related to the stems of each major component of the example message. Next, Service Manager eliminates any incidents found by the IR search if the assignment field does not begin with sysops.

You can also use an IR search in conjunction with the Find option by defining a link from a field normally used in an IR query in the source file to any field that is part of an IR key in the target file. For example, you can define a link from the Action.action field of the problem file to the description.structure.description field of the cm3r file to detect similar change requests when opening or updating an Incident.

Related topics

IR Expert
What is Knowledge Engineering?
IR Query features
Using IR Expert to create a query
Searching the central Knowledge Base
Promoting or discarding a solution candidate
IR Expert tasks