Customize context-aware search

User Role: Administrator

Context-aware search enables users to view records and search results in the same window. Users can copy a solution from the search results to the working record or trigger automated tasks. Depending on configurations of Smart Search action handler in the Smart Search Tailoring page, you can enable the context-aware search icon inside a record by performing either of the following :

• Add the 9527 display option to the specific display screen.
• Customize the Enable Condition field in the Smart Search Predefined Filters page.

Customize Smart Search pre-defined filters

To customize Smart Search pre-defined filters, follow these steps:

1. Click Smart Analytics > Smart Search > More > Predefined Filters.

   The Smart Search Predefined Filters page opens.

2. Click Search to open all the available pre-defined filter 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.
5. If you make changes, click Save.

Customize context-aware search related settings

To customize context-aware search related settings in Smart Search, 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
   Smart Search action handler	The default value is "Use displayoption (9527)." If you select the "Use displayoption (9527)" option, you need to configure the 9527 display option for each displayscreen of a module to enable the context-aware search icon inside a record. If you select the other option "Use displayevent (se.global_context_aware)", you can enable the context-aware search icon for all displayscreens of a record in a specified module by configuring the Enable Condition field in the Smart Search Predefined Filters page only.
   Display the number of records that match filter conditions	The default value is true. Displaying count number can impact performance. Only disable counting when performance is low. If this check box is selected, you can see the following: For context-aware search, the number of records that match filter conditions is displayed next to the selected knowledgebase libraries. For Smart Search, the number of records that match filter conditions is displayed next to the selected knowledgebase libraries. Smart Search automatically filters the search results based on the field filters you select under the corresponding library. If this check box is cleared, you can see the following: For context-aware search, the number of records that match filter conditions is not displayed next to the selected KM libraries. For Smart Search, the number of records that match filter conditions is displayed next to the selected KM libraries only when you click the Set Filters icon on the right and is automatically hidden when you start a new search. When you select a field filter under a selected library, you need to manually filter the search results by clicking the Search button at the bottom of the field filters window.
   Enable context-aware search in ESS	The default value is true. If you select this check box, context-aware search is enabled in self-service user view (ess.do).
   Manually trigger context-aware search	The default value is false. If you select this check box, context-aware search is not automatically triggered as you type in the specified field of a record, for example the Title field of a km record. You need to trigger context-aware search manually by clicking the Context-aware Search icon.
   Maximum number of characters displayed in a context-aware search result	The default value is 200. Specifies the maximum number of characters that each context-aware search result can contain.
   Maximum number of characters to display in expanded view	The default value is 600. Specifies the maximum number of characters that can be displayed in the expanded view of a context-aware search result.
   Maximum number of characters to display in the field area:	The default value is 200. Specifies the maximum number of characters that can be displayed in the fields area at the bottom of a context-aware search result.
   Maximum number of records whose context-aware search results can be stored:	The default value is 50. Specifies the maximum number of records for which Smart Search can store context-aware search results. When you switch between open records for which you used context-aware search, the respective search result for the current open record is retrieved and displayed on the right panel. If you switch from an open record for which you used context-aware search to an open record for which you did not use context-aware search, the context-aware search window is hidden.

3. If you make any changes, click Save.
4. Log off and then log onto Service Manager for the changes to work.