Customize Smart Search actions and settings

User Role: Administrator

Service Manager provides out-of-box pre-defined filters and actions for different libraries. The information of pre-defined filters and actions is saved in the smartsearchpreconditions and smartsearchaction tables. To perform Smart Search for a record, you can customize the Smart Search pre-defined filters to narrow down the library scope, and you can customize the Smart Search actions to pre-define the possible actions based on your search conditions and results.

Customize Smart Search actions

To customize Smart Search actions, follow these steps:

1. Click Smart Analytics > Smart Search > More > Smart Search Action.

   The Smart Search Action page opens.

2. Click Search to open all the available action records.

3. Double-click a record to view or change it. Service Manager displays each record in its appropriate form.

4. Update any field within the record.

   Note The integration with Operations Orchestration Flow in context-aware search is supported in Incident only.

5. If you make changes, click Save.

Customize Smart Search settings

To customize Smart Search settings, follow these steps:

1. Click Smart Analytics > Smart Search > More > Tailoring.

   The Smart Search Settings page opens.

2. Update the following fields as needed.

   Field Name	Description
   Enable phrase queries	The default value is false. If you select this check box, Smart Search automatically adds quotations to the search criteria. Example usage: If you select this check box and then enter mobile phone in the search box, Smart Search will send out search request with the query text of “mobile phone” and then displays the results that exactly match the search criteria on top of the result list.
   Enable instant search	The default value is true. If you select this check box, Smart Search is automatically triggered as you type in the search text box or the specified field of a record, for example the Title field of a km record. If you clear this check box, you need to press Enter to trigger a Smart Search.
   Ignore certain special characters	The default value is false. If you select this check box, Smart Search interprets special elements as normal characters instead of a query syntax. These elements include asterisks (*), question mark (?), colon (:), double quotation marks ("), brackets, boolean, and proximity operators such as AND, NOT, OR, EOR, XOR, NEAR, DNEAR, WNEAR, BEFORE, and AFTER. Select this check box to disable wildcards, phrase queries, field restrictions and boolean operations. Example usage: If you select this check box and then enter mobile AND phone in the search box, Smart Search displays the search results which contain either mobile or phone. If you clear this check box and then enter mobile AND phone in the search box, Smart Search displays the search results which contain both mobile and phone. Note If you select this check box, the system ignores the setting of Enable phrase queries and does not add quotations to the query text.
   Instant search delay time (ms)	The default value is 300. Specifies the time that Smart Search waits for when the typing stops, before it processes the search query.
   Smart Search behavior for high-frequency queries	The default value is "wait for previous query to respond." Indicates the Smart Search reaction in the case of high-frequency queries.
   Page size for drop-down list of library field filters	The default value is 10. Specifies the number of items that can be displayed in the drop-down list of a field when you click the Set Filters icon for a selected library in the general Smart Search page. To load more items, scroll down to the bottom and then click Show More.
   Search query timeout limit (ms):	The default value is 3000. Specifies the time duration after which a search query times out.
   Maximum number of characters displayed in a Smart Search result	The default value is 300. Specifies the maximum number of characters that each general Smart Search result can contain.
   Search result page size	The default value is 10. Specifies the number of search results that can be displayed.
   Spelling-check character threshold for search strings	The default value is 50. The spell check is disabled when the number of characters in a search string exceeds this limit.
   SuggestOnText character threshold	The default value is 400. The SuggestOnText function is triggered when the number of characters in a search string exceeds this limit.
   Minimum search results relevance threshold	The default value is 30. The value must between 0 and 100. Negative numbers or any numbers that are greater than 100 are not allowed. Specifies the minimum percentage of the relevance that the search results must have to the query.
   The displayevent that opens records in the search results:	Read-only. The value in the current setting is se.global_open. Indicates the displayevent that is triggered to open a record in the search results.
   The displayevent that supports Smart Search actions:	Read-only. The value in the current setting is se.global_context_aware. Indicates the displayevent that is triggered to support Smart Search actions. Note Only available when you select Use displayevent (se.global_context_aware) for Smart Search action handler.

3. Click Save.
4. Log off and then log onto Service Manager for the changes to work.