Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Tailoring
- Extend Smart Ticket to other modules
- Execute OCR in other processes
- Implement OCR in a field other than the Description field
- Add filters to the Hot Topic Analytics form
- Enable Hot Topic Analytics for other modules
- Customize actions in hot topic map
- Configure Smart Analytics to support more languages
Extend Smart Ticket to other modules
User Role: Administrator
In the out-of-box system, Smart Ticket (auto-classification) is only enabled for the Service Desk module. If you want to use this feature in other modules, you can tailor your Service Manager system.
For example, if you want to automatically classify Change category with Process Designer enabled, follow these steps:
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Define the Smart Ticket task for the Change Management module:
- From the System Navigator, click System Administration > Ongoing Maintenance > Smart Analytics > Configuration > Smart Tickets.
- Select Blank, and then click the Add button.
- In the Add Smart Ticket Task form, fill in the task name with any words meaningful to you.
- In the Configuration tab, choose Change as Module Name.
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In the Training Sample Query field, provide a query by using Query Builder. This query decides which Change records will be sent to Smart Analytics for Smart Ticket training.
- Enter the fields in the Change module that you want to be automatically filled by Smart Ticket. For example, category.
- Enter the fields in the Change module that you want to use as the inputs for Smart Analytics to provide suggestions. For example, description.
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Create new Smart Ticket rule sets for the Change workflow by referring to the following out-of-box Smart Ticket rule sets as examples.
Rule Set
Description
sd.idol.ocr
This rule triggers Optical Character Recognition (OCR) and auto-classification to fill the fields defined in the Smart Ticket definitions.
sd.idol.tuning.action
This rule sends the record to the tuning list.
Tip For information about how the design workflows and rule actions, refer to the Process Designer documents in the Service Manager help center.
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Add the Smart Ticket rule sets that you created to the Change workflow:
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From Change Management > Configuration > Change Workflows, select the workflow to which you want to apply the Smart Ticket rule. For example, standard change.
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Select the Registration and Categorization phase.
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Click the Rule Sets tab in the property section.
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Select the On Exit event.
- Select the Smart Ticket rule that you created.
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Create a new form or update the existing form to use the new Smart Ticket task for the Change Management module. You can refer to the "Create Smart interaction" form (idol.quick.new.interaction) as an example.
