Access IR Expert

Search for	Example	Results
A single word	`cat`	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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Applies to User Roles:

System Administrator

You can access the IR Expert application from many locations within Service Manager.

Note: If you have not purchased a Knowledge Management license, the "Find Solution" option is available. This option helps you to find some solutions in a smaller knowledge base. If you have a Knowledge Management license, the "Search Knowledge" option is available instead of "Find Solution".

The following table contains examples.

Application or Tool	To Access IR Expert:
Service Desk	Click Service Desk > Search Knowledge Base.
Click Service Desk > Interaction Queue > Search > Text Search.
Click Service Desk > Search Interaction Records > Search. Double-click any interaction record to display it in the service desk interaction form. Open the More Actions menu, and click Search Knowledge or Find Solution.
Click Service Desk > Search Interaction Records. Click the Text Search tab. Complete the Search Text text field. Click Search. The IR query runs automatically against the ir.incidents file first. IR Expert returns a record list of matches to the query.
Incident Management	Click Incident Management > Search Knowledgebase.
Click Incident Management > Incident Queue > Search > Text Search.
Click Incident Management > Search Incidents > Search. Double-click any incident to display it in the Incident form. Click More or the More Actions icon, and select Search Knowledge or Find Solution.
Click Incident Management > Search Incidents. Click the Text Search tab. Complete the Search Text field. Click Search. The IR query runs automatically against the ir.probsummary file first. IR Expert returns a record list of matches to the query.
Database Manager	In the Table field, type kmquery. Click Search.
Tailoring	Click Tailoring > View Knowledge Base.

Application or Tool

To Access IR Expert:

Service Desk

Click Service Desk > Search Knowledge Base.

Click Service Desk > Interaction Queue > Search > Text Search.

Click Service Desk > Search Interaction Records > Search.
Double-click any interaction record to display it in the service desk interaction form.
Open the More Actions menu, and click Search Knowledge or Find Solution.

Click Service Desk > Search Interaction Records.
Click the Text Search tab.
Complete the Search Text text field.
Click Search.
The IR query runs automatically against the ir.incidents file first. IR Expert returns a record list of matches to the query.

Incident Management

Click Incident Management > Search Knowledgebase.

Click Incident Management > Incident Queue > Search > Text Search.

Click Incident Management > Search Incidents > Search.
Double-click any incident to display it in the Incident form.
Click More or the More Actions icon, and select Search Knowledge or Find Solution.

Click Incident Management > Search Incidents.
Click the Text Search tab.
Complete the Search Text field.
Click Search.
The IR query runs automatically against the ir.probsummary file first. IR Expert returns a record list of matches to the query.