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.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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. |
Search for | Operator | Example |
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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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- Work with Smart Search
- Manage Smart Search Knowledgebases
- Index Smart Search knowledgebases
- View index job status
- Customize Smart Search actions and settings
- Customize context-aware search
- Add a content server for Smart Search
- Remove a content server for Smart Search
- Modify Smart Search content servers and weight for data
Customize Smart Search actions and settings
User Role: Administrator
Service Manager provides out-of-box pre-defined filters and actions for different libraries. The information of pre-defined filters and actions is saved in the smartsearchpreconditions and smartsearchaction tables. To perform Smart Search for a record, you can customize the Smart Search pre-defined filters to narrow down the library scope, and you can customize the Smart Search actions to pre-define the possible actions based on your search conditions and results.
Customize Smart Search actions
To customize Smart Search actions, follow these steps:
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Click Smart Analytics > Smart Search > More > Smart Search Action.
The Smart Search Action page opens.
- Click Search to open all the available action records.
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Double-click a record to view or change it. Service Manager displays each record in its appropriate form.
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Update any field within the record.
Note The integration with Operations Orchestration Flow in context-aware search is supported in Incident only.
- If you make changes, click Save.
Customize Smart Search settings
To customize Smart Search settings, follow these steps:
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Click Smart Analytics > Smart Search > More > Tailoring.
The Smart Search Settings page opens.
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Update the following fields as needed.
Field Name Description Enable phrase queries The default value is false.
If you select this check box, Smart Search automatically adds quotations to the search criteria.
Example usage:
If you select this check box and then enter mobile phone in the search box, Smart Search will send out search request with the query text of
“mobile phone”
and then displays the results that exactly match the search criteria on top of the result list.Enable instant search The default value is true.
If you select this check box, Smart Search is automatically triggered as you type in the search text box or the specified field of a record, for example the Title field of a km record.
If you clear this check box, you need to press Enter to trigger a Smart Search.
Ignore certain special characters The default value is false.
If you select this check box, Smart Search interprets special elements as normal characters instead of a query syntax. These elements include asterisks (*), question mark (?), colon (:), double quotation marks ("), brackets, boolean, and proximity operators such as AND, NOT, OR, EOR, XOR, NEAR, DNEAR, WNEAR, BEFORE, and AFTER. Select this check box to disable wildcards, phrase queries, field restrictions and boolean operations.
Example usage:
If you select this check box and then enter mobile AND phone in the search box, Smart Search displays the search results which contain either
mobile
orphone
.If you clear this check box and then enter mobile AND phone in the search box, Smart Search displays the search results which contain both
mobile
andphone
.Note If you select this check box, the system ignores the setting of Enable phrase queries and does not add quotations to the query text.
Instant search delay time (ms) The default value is 300.
Specifies the time that Smart Search waits for when the typing stops, before it processes the search query.
Smart Search behavior for high-frequency queries The default value is "wait for previous query to respond."
Indicates the Smart Search reaction in the case of high-frequency queries.
Page size for drop-down list of library field filters The default value is 10.
Specifies the number of items that can be displayed in the drop-down list of a field when you click the Set Filters icon for a selected library in the general Smart Search page. To load more items, scroll down to the bottom and then click Show More.
Search query timeout limit (ms): The default value is 3000.
Specifies the time duration after which a search query times out.
Maximum number of characters displayed in a Smart Search result The default value is 300.
Specifies the maximum number of characters that each general Smart Search result can contain.
Search result page size The default value is 10.
Specifies the number of search results that can be displayed.
Search string spell check character threshold The default value is 50.
The spell check is disabled when the number of characters in a search string exceeds this limit.
SuggestOnText character threshold The default value is 400.
The SuggestOnText function is triggered when the number of characters in a search string exceeds this limit.
Minimum search results relevance threshold The default value is 30. The value must between 0 and 100. Negative numbers or any numbers that are greater than 100 are not allowed.
Specifies the minimum percentage of the relevance that the search results must have to the query.
The displayevent that opens records in the search results Read-only. The value in the current setting is se.global_open.
Indicates the displayevent that is triggered to open a record in the search results.
The displayevent that supports Smart Search actions Read-only. The value in the current setting is se.global_context_aware.
Indicates the displayevent that is triggered to support Smart Search actions.
Note Only available when you select Use displayevent (se.global_context_aware) for Smart Search action handler.
Smart Search delta data recycle time (days) The default value is 11.
This field is used for content data backup and restore. You can set a time to clear data for the history index action. The history index action data will be deleted once it exists over the defined time.
Connector daily backup time The default value is 19:00.
Specifies the daily backup time of the connectors.
Connector daily backup folder The default value is c:\BackupFolderName.
Specifies the backup folder of the connectors.
- Click Save.
- Log off and then log onto Service Manager for the changes to work.
Note To make Enable phrase queries, Ignore certain special characters, and Minimum search results relevance threshold effective for Smart Email search, you must follow these additional steps after step 4:
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Click Tailoring > Integration Manager, and then restart the Smart Email integration instance.
- Click System Status, and then restart the Emailout.startup, SmartEmail.Processor, and the Smart Email records.