Use > Knowledge Management > Knowledge Management administration > Knowledgebase configuration

Knowledgebase configuration

Knowledgebase configuration includes the following tasks:

  • Setting up the search engine environment parameters
  • Reindexing a knowledgebase
  • Adding and deleting fields for indexing

Configuring the Knowledge Management Solr Search Engine

Before you can use the Knowledge Management (KM) Solr Search Engine, you will need to set up the KM environment, configure the KM Solr Search Engine, create indexes, and configure the Nutch Web Crawler.

Note To configure the KM Solr Search Engine and Nutch Web Crawler, you should be an experienced System Administrator who is familiar with your installation.

For detailed information, see Service Manager Solr Search Engine.

Hitlist configuration

As part of knowledgebase configuration, you can configure a hitlist to display search results of a particular format, and selected fields in knowledge documents. When formatting a hitlist, you can specify the labels for the fields you want to display and the style class of the each label.

Note A hitlist only displays search results for knowledge documents in categories to which the user has access.

The Fields text box on the Configure Hitlist form lists the available out-of-box fields. The fields available for use in a hitlist are defined by the field definitions specified for the knowledgebase. These definitions are specified as part of the knowledgebase management and maintenance function. If you want the field available for the hitlist, you must specify true for the hitlist parameter of the field definition.

Note Currently, Knowledge Management supports two hitlist templates, Default and Hotnews. You can rename these out-of-box templates reconfigure them based on the fields available. To add a new hitlist template, you must also add supporting code in the kmsearch script to make the new hitlist template active.

Global hitlist fields

In addition to the field definitions in the knowledgebase, there are global hitlist fields generated by the search engine that are also available for use as labels in a hitlist. These fields are:

  • $DYNAMIC_SUMMARY - A dynamically-generated summary that shows a summary of a document in the search results. A dynamic summary consists of phrases selected by the search engine as being representative of the document as a whole.
  • $PASSAGE_BASED_SUMMARY - A passage-based summary consists of one or more passages (sentences or phrases) from the document, each of which contains an instance, optionally highlighted, of the search term that was used to locate the document. This type of summarization is also called keywords in context, because the keyword (search term) is displayed in its context within the document.
  • $KNOWLEDGEBASE_NAME - This is the name assigned to the knowledgebase. The out-of-box system knowledgebase names are Incident_Library, Interaction_Library, and Knowledge_Library.
  • $DOCUMENT_SCORE - When documents are evaluated, each query matched is assigned a score that indicates the degree of match between a document and the query.
  • $DOCUMENT_RANK - This is the order of the search results, based on the score the item received by the search engine. The item with the highest score has a rank of 1.

Multilingual hitlists

A hitlist must be multilingual-enabled before you can create multilingual labels. A hitlist is multilingual-enabled when you place the label delimiter *SCMSG*123*SCMSG* in the heading text box on the Configure hitlist form. The default hitlist is multilingual-capable in the out-of-box system.

Labels

In addition to modifying the default hitlist to display different fields, administrators can configure labels for a hitlist to display in languages other than English. For the default hitlist, each label contains a label delimiter, which the system uses to determine the label to display. A label delimiter is in the form: *SCMSG*123*SCMSG* where the number between the replacement tokens identifies the message string in Knowledge Management scmessages table. When the hitlist displays, the system replaces the token (123) and the delimiters with the applicable string from the scmessage table.

scmessage table

To configure the hitlist to display in languages other than English, you need to add additional message strings in the scmessage table. This provides a message identifier (unique message number), the actual message string you want to display, and a language code. For each language, create a new record with the same message number. The language code will be different, but the message text will be the same in the applicable language. Repeat the process for each label that needs to be multilingual. Ensure each set that represents a single label value has a unique message identifier.

Once new records exist in the scmessage table, replace the tokens in the label delimiter with the message number created in the scmessage table for the applicable message text string.

Add a new KM message to the scmessage table

Applies to User roles: System Administrator

Note After you create a new message, use the Message ID to update the label field for the hitlist you want to be multilingual.

Use this procedure to add a new message (token), which makes a label multilingual:

  1. Type scmsg in the command line, and press Enter.
  2. Type km in the Class box of the Micro Focus Service Manager Message form.
  3. Click Search.
  4. Review the list of existing km-related system messages.
  5. Add a new record where the class is km, the language code is the language of the string being added, the Message ID is unique within the class, and the text string is the text you want to display in the label of the hitlist.
  6. Make a note of the Message ID number. You will need it to update the label field and when you add the text strings for the other languages you want to use for this hitlist label.
  7. Click Save to create the new record.

Use this procedure to add message text in an additional language for an existing message ID:

  1. Type scmsg in the command line, and press Enter.
  2. Type km in the Class box of the Micro Focus Service Manager Message form.
  3. Click Search.
  4. Review the list of existing km-related system messages to find the message number of the message for which you want to add the new language text.
  5. Add a new record where the class is km, the language code is the language of the string being added, the Message ID matches the Message ID of the label token for this language, and the text string is the text in the language you want to display in the label of the hitlist.
  6. Click Save to create the new record.

Create a hitlist with multilingual labels

Applies to User roles: System Administrator

In addition to creating new document views, administrators can configure the labels for the document view to display in languages other than English.

Note This procedure is for a hitlist that is not multilingual-enabled. Before you begin, make sure you create a message number ID for each multilingual label and that the message number is defined to display labels in multiple languages.

To create a hitlist with multilingual labels, follow these steps:

  1. Click Knowledge Management > Configuration > Configure Hitlists.

  2. Click Search.

  3. Select the hitlist to update.

    Note The default hitlist is multilingual-enabled in the out-of-box system.

  4. Type the label delimiter (*SCMSG*123*SCMSG*) in the Label field for the label you are making multilingual. The 123 should be the message number ID from the scmessage table for the unique message number ID for this label.
  5. Continue adding additional label delimiters for each of the multilingual labels in the hitlist.
  6. Click Save.