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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- IR Expert
- What is Knowledge Engineering?
- Standard record lists and IR Expert
- Database Dictionary and IR Expert
- IR query features
- Using IR Expert to create a query
- Searching the central Knowledge Base
- Promoting or discarding a solution candidate
- IR Expert tasks
- Special considerations for using IR Expert
- How IR Expert evaluates documents for relevance
- IR Expert scirexpert file
- Creating an IR file
- Updates to IR files
- IR keys and non-IR keys
- Find Solution
- Customizing IR Expert for foreign languages
- Chinese, Japanese, and Korean language analyzer
- IR Expert file descriptions
IR keys and non-IR keys
An Service Manager file can contain only one IR key, and must contain a non-IR key. All files that contain an IR key must also contain another key that is Unique, with No Nulls, No Duplicates, or Nulls & Duplicates. An attempt to build an index for a file that contains only an IR key results in a regen error. The system builds the external IR indices, but removes the IR key from the Service Manager index.
Building IR keys
Applies to User Roles:
System Administrator
Define IR keys using the standard Database Dictionary utility in Service Manager. IR keys are composed of one or more array or scalar text fields. IR keys that combine array and scalar fields should define an array field as the first element of the key.
Use only text fields in an IR key. A text field is an array or scalar field that contains arbitrary information that not used for traditional queries. For example, the device file contains a scalar field called description. This field contains descriptive text about a device, such as:
- Does not support the new drawing package.
- This modem needs ventilation on the top and sides.
The assignment file contains an array field called operators. The operators array contains the exact login name of Service Manager operators, and is not a good candidate for an IR key since IR searches are relevance searches.
Follow these rules when defining IR keys:
- If a query contains a field that is part of an IR key, Service Manager always performs an IR search. IR Expert selects and presents records based upon relevance.
- If a query contains a field that is part of an IR key, your sort criteria are honored. IR queries always sort by relevance.
You can combine IR queries with traditional queries to specifically limit the answer set.
Multiple files containing IR keys
The current release of Service Manager uses shared memory, and does not specify a practical limit on the number of files that can contain IR keys. The system caches the most frequently referenced data, making the number of files that have IR keys less of an issue.
Using multiple fields within the IR keys causes no real impact to IR performance. Service Manager takes all fields defined as part of the IR key and concatenates them for IR processing. It takes more time to concatenate five fields than two fields, but the difference is negligible. Multiple files with IR keys compete for use of the shared memory cache. You should allocate more shared memory as you increase the number of files with IR keys.
Consider using the Knowledge Base that enables you to store all corporate knowledge data into a single file (core) for IR processing.
Related topics
IR Expert
Special considerations for using IR Expert
IR Expert scirexpert file
Updates to IR files
Load data files with IR Expert keys
Start IR Asynchronous mode
