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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New configurations
This section describes the new configurations introduced by the Smart Ticket tuning tool.
Suggestion Threshold
Smart Ticket classifies every ticket with a prediction score, which indicates how confident Smart Ticket is when making this prediction (suggestion).
The Suggestion Threshold setting is introduced for you to control whether Smart Ticket makes a suggestion based on the prediction score or not. If the prediction score of a predicted category is less than this threshold value, Smart Ticket will ignore this predicted category.
Follow these steps to configure this setting:
- Go to System Administration > Ongoing Maintenance > Smart Analytics > Smart Ticket.
- Select a task from the list.
- On the Configurations tab, enter an integer between 0 and 100 in the Suggestion Threshold field.
- Click Save.
Prefilled parent category testing
Note The Prefilled check box is used only for testing Smart Ticket.
By default, Smart Ticket assigns Categories to generic support tickets, and uses this information in the prediction process. However, the Category, Subcategory, and Area fields of tickets submitted by users are often already filled. To more closely replicate the results of end-user prediction, you can select the first Prefilled check box so that Smart Ticket uses information entered by end-users instead of the automatically-assigned information. However, this will make the results of Smart Ticket prediction less accurate.
Follow these steps to improve test results:
- Go to System Administration > Ongoing Maintenance > Smart Analytics > Smart Ticket.
- Select a task from the list.
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On the Configurations tab, select the Prefilled check box to the right of the Level 1 and Level 2 fields.
If Subcategory is not prefilled, do not select the check box for Level 2.
