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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Searching the Knowledgebases
When searching the knowledgebases, you can perform:
- A simple search where you search for a text string;
- An advanced search where you can provide several search parameters. In the advanced search you can specify the knowledgebases to search and the document categories to search. You can also specify a set of filtering parameters, such as exact phrase and creation date.
- A search within the search results after doing an initial search or advanced search.
Each of the knowledgebases has different fields that are indexed for searching, so when you search a knowledgebase, provide search parameters that match the fields in the knowledgebase. For example, the knowledge articles have a title and author field. When you view an incident, the out-of-box system displays the incident number, incident description, and solution for closed incidents.
The out-of-box system includes five separate knowledgebases that can be searched collectively or separately, depending upon what information you are searching for. In addition to making your search more efficient by specifying a knowledgebase, it is also best to search with a limited number of document categories. When you search, your log-in profile determines what information you can search and view.
You can use the Knowledgebase Maintenance feature to add additional knowledgebases for searching. These knowledgebases are created from a table in Service Manager (sclib) or by using web crawling to browse and index an external web site (weblib).
