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 |
|---|---|---|
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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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Configure Hot Topic Analytics
User Role: Administrator
To configure Hot Topic Analytics, follow these steps:
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From the System Navigator, click System Administration > Ongoing Maintenance > Smart Analytics > Hot Topic Analytics.
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Select and open a Hot Topic Analytics configuration record from the configuration list. For example, Incident.
Note In the out-of-box system, four Hot Topic Analytics configuration records are provided (for the Interaction, Problem, Incident, and Survey modules). If you want to add a new Hot Topic Analytics configuration for another module, select a file from the Add Configuration drop-down list, and then click Add.
Important As of Service Manager version 9.61, the index function is removed from Hot Topic Analytics configuration. Instead, Hot Topic Analytics analyzes the indexed data in Smart Search. You must firstly make sure that all modules defined for Hot Topic Analytics have been indexed in Smart Search. In particular, since there is no knowledge base for the Internal survey module in Smart Search, you must add a knowledge base for this module.
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From the Analytic Corpus tab, modify the following settings as needed:
- Title Field: Select a field to define the title when viewing an individual record in Hot Topic Analytics. The title field is also an important data source for hot topic hunting.
- Contents Fields: Select the data source for Hot Topic Analytics. Be sure to use only text fields such as description and solution.
Tip Since HTA analyzes the indexed data in Smart Search, you must make sure that all fields (title field, content fields, filter fields) configured in HTA have been defined in the Smart Search knowledge bases.
To add more fields for HTA, you must add these new fields in Smart Search knowledge base configuration if they are not there, and then add these new fields in HTA configuration. In particular, you must set the Match property to
truefor the filter fields in Smart Search configuration. Otherwise, it will not be treated as a filter in HTA. -
From the Filter Fields tab, modify the following settings as needed:
- Timestamp Field: Select a field to indicate the time stamp for filtering.
- Properties Fields: Select fields that can be used for advanced filtering in Hot Topic Analytics. For example, you can define Category, Priority, or Source as a filter.
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From the Advanced tab, modify the following settings as needed:
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Max Return Results: Define the maximum number of records returned from Hot Topic Analytics. We have tested with Intel XEON E7-8867 10 Core CPU and 32G memory and got the following results:
Scenarios Concurrent users Response time Service Manager used memory Max Return Results:5000
Analyze synchronously
1 25 Second About 100M 10 40 Second About 300M Max Return Results:5000
Analyze asynchronously
1 15 Second About 100M 10 20 Second About 400M -
Analyze Asynchronously: When this option is selected, HTA runs in the background and allows you to perform other tasks in the Service Manager system. If you do not select this option and use the synchronous analytics mode, you can test in your own environment to find a proper number which can have an acceptable response time. For detailed instructions, see Configure asynchronous analysis.
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Analytics Action: Specify the query condition for the analytics action.
Note In the out-of-box system, the Analytics Action setting is only available in the Hot Topic Analytics configuration record for incidents with the following three action queries: Set Parent, Create Problem, and Create Change/Article.
Since HTA analyzes the indexed data in Smart Search, you must make the following modifications to make the Set Parent type query conditions work:
- Click Smart Analytics > Smart Search.
- Click Incident_Library in the Current Knowledgebase List.
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Add the following fields to the Field Definitions tab:
Field Name Alias Type Display In Results Index Weight Match Sort Data Cleansing master.incident master.incident String false Default true false parent.incident parent.incident String false Default true false - Click Save and OK.
- Click Full Reindex to perform a full reindex for the knowledge base.
Caution The query condition doesn’t work for the “Create Problem” and “Create Change/Article” type in this release.
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- Click Save to save your modification.
