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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Knowledge Management statistics tracked in the kmusagehistory table
The Service Manager kmusagehistory table is intended for generating statistics to track knowledge documents at various stages.
The following document statistics are tracked in the kmusagehistory table.
| Statistic | Description |
|---|---|
| Viewed | Tracks documents viewed as the result of a search. This indicates if a knowledge document can be found and used in its existing state. If a document is viewed from a URL linked directly to the kmdocument record, the viewed statistic in kmusagehistory is not incremented. You can change this default behavior by specifying a parameter with the URL request. When the parameter is specified, the usage history and view count will be logged and incremented. |
| Created | Tracks new knowledge documents that have been created. |
| Submitted for approval: | Tracks new and updated knowledge documents submitted for content verification and approval. |
| Approved internal | Tracks knowledge documents published internally. |
| Approved external | Tracks knowledge documents published externally. |
| Modify | Tracks modified knowledge documents. |
| Revert | Tracks knowledge documents reverted to their original state after modifications have already been made. |
| Retired | Tracks knowledge documents taken out of the knowledgebase and retired either because the knowledge documents reached their expiration date or the content was no longer applicable. |
| Deleted | Tracks deleted knowledge documents. |
| Unretired | Tracks knowledge documents put back into circulation and made available in the knowledgebase after having been earlier retired and pulled out of the documentation queue. |
| Used Solution | Tracks the number of times a knowledge document was used as a solution for Interaction, Incident, and Problem records. |
Related topics
