Hot Topic Map

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)`

After you have set up Smart Analytics in your Service Manager system, you can create Hot Topic Map reports. Here are the setting preferences and example for your reference.

Tab	Fields	Description
Hot Topic Map Properties	Key Words	Type the key words to filter the hot topics.
From	Specify a starting date to filter the data that are created after the specified date.
To	Specify an ending date to filter the data that are created before the specified date.
Analytics Actions	Filter data and available actions in hot topic map. The available conditions are: Set Parent, Create Problem, and Create Change/Article. Note This drop-down list is displayed only when you select Incident - probsummary in the Source Data field. To enable Hot Topic Analytics for more modules, see Enable Hot Topic Analytics for other modules. Also, to add more Analytics action queries in the Hot Topic Analytics for Incidents and other modules, see the steps described in Add more "Analytics Action" queries in the Hot Topic Analytics for Incidents as an example.
Customized Query	Shows the query content for the current report. You can click the Query Builder to define the query to display desired information. You can also write a new query directly. For more information about how to edit a query, see Build the query strings and other related topics.

Tab

Fields

Description

Hot Topic Map Properties

Key Words

Type the key words to filter the hot topics.

From

Specify a starting date to filter the data that are created after the specified date.

Specify an ending date to filter the data that are created before the specified date.

Analytics Actions

Filter data and available actions in hot topic map. The available conditions are: Set Parent, Create Problem, and Create Change/Article.

Note This drop-down list is displayed only when you select Incident - probsummary in the Source Data field. To enable Hot Topic Analytics for more modules, see Enable Hot Topic Analytics for other modules. Also, to add more Analytics action queries in the Hot Topic Analytics for Incidents and other modules, see the steps described in Add more "Analytics Action" queries in the Hot Topic Analytics for Incidents as an example.

Customized Query

Shows the query content for the current report. You can click the Query Builder to define the query to display desired information. You can also write a new query directly. For more information about how to edit a query, see Build the query strings and other related topics.

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