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
|
| A combination of search types | ( ) parentheses |
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- Tailoring
- Extend Smart Ticket to other modules
- Execute OCR in other processes
- Implement OCR in a field other than the Description field
- Add filters to the Hot Topic Analytics form
- Enable Hot Topic Analytics for other modules
- Customize actions in hot topic map
- Configure Smart Analytics to support more languages
Configure Smart Analytics to support more languages
User Role: Administrator
With the out-of-box configuration, Smart Analytics supports the same language list that Service Manager supports. If the texts entered in the records (such as in title and description) are not in a language that is included in the supported language list of Service Manager, these texts cannot be indexed and analyzed by Smart Analytics.
However, Smart Analytics can be configured to index and analyze texts in other languages in addition to the out-of-box supported languages. To do this, follow these steps:
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In the IDOL configuration file (<Smart Analytics>/IDOL/IDOLServer.cfg), add the desired language type into the [LanguageTypes] section. For example, if you want to support Vietnamese, you can add the following line into the [LanguageTypes] section:
19=Vietnamese
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Add encoding format and stoplist into the [LanguageTypes] section. For example, you can add the flowing configurations for Vietnamese:
[vietnamese] Encodings=UTF8:vietnameseUTF8 Stoplist=vietnamese.dat
Note The stoplist file is a text file placed in the <Smart Analytics>/langfiles folder, which contains words that you do not want to be treated as keywords in the query requests to IDOL.
- Save the file.
Note The IDOLServer.cfg configuration file does not affect the language support for the Optical Character Recognition (OCR) feature. OCR recognizes images based on the language setting specified in the contact record of a user in Service Manager. If no language is set in the user’s contact record, English is used as the default value in image recognition by Smart Analytics.
