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 |
|---|---|---|
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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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- User tasks
- Use Smart Search as a general search tool
- Use Smart Search to find a solution
- Use adaptive learning in Smart Search
- Create a Smart Ticket in ESS
- Create a Smart Ticket in SRC
- Create a Smart Ticket in Mobility client
- Create a Smart Ticket in Service Manager Service Portal
- Create a SmartTicket in power user view
- Use Hot Topic Analytics to create an incident, problem, change, or interaction
- Use Hot Topic Analytics to create a KM article
- Use Hot Topic Analytics to set incident parent
- Access Hot Topic Analytics from SM reports
- Add stop phrases for Hot Topic Analytics
Use Smart Search as a general search tool
Smart Search supports cross-module search from selectable sources inside and outside of Service Manager. It can also perform fuzzy search, and use advanced filters. Smart Search used as a general search tool is supported for self-service users, mobility users, and Service Request Catalog users.
Search capabilities
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Scenario |
Sample or explanation |
|---|---|---|
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Input - search key words
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None of these words |
NOT email |
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Any of these words |
email OR access |
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All of these words |
Email AND ACCESS |
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| Location between these words |
email BEFORE access email AFTER access email NEARN access Note This means that the term access is within N words from the term email. For example, email NEAR1 access returns the results in which the term email and the term access are adjacent. |
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This exact phrase |
"email access" |
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Wildcard |
*email*, email? |
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Punctuation |
\\, \?, \* |
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Free-text search/exact match search |
Email/status = "true" |
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Output - Search accuracy
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Configurable weight to determine the ranking of search result. |
Relevance scores for matches in certain fields over matches in other less important fields |
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Adaptive learning if use as solution |
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Configurable Predefined condition for suggested solution based on context-aware search |
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Output - search list |
Summary of search result plus the Customizable hitlist fields will be showed in search main page |
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Search Utility |
Fuzzy Search |
Search Emal, return result for correct typing: Email |
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Support language-specific word stemming |
Search break, return broken and breaks as well |
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Attachment search |
Separately search attachment |
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Global filter for all libraries |
Last modify time, status, assignment, affected services |
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Facet oriented search per library |
Configurable, all of matched field can be treated as facet to narrow down the search result |
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Store last search condition for next usage per user |
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Check all libraries in one click |
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Clear all conditions in one click |
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Show count per each value for search result. |
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Language detection |
Auto detect language according to the search key words |
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Allow index duplicated fields for different search purpose, "Multivalue=true" |
Use Smart Search
To use Smart Search, follow these steps:
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Click the Smart Search icon on the top-right corner of the Service Manager UI to display the search box.
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Enter the desired search terms in the search box, and then press Enter. For example, type IM10005 in the Smart Search box, and then press Enter.
The Smart Search window opens and a list of documents that match your search terms is displayed. If no result is displayed, type a new search string for your search or use Advanced Search to specify additional search criteria.
Note
- You need to set up and verify the server connectivity for multiple servers and connectors. For detailed information to configure and monitor the connectors and servers, see Configure connectors.
- Automatic Smart Search is triggered only if you set Enable instant search in the Smart Search Tailoring page to true. For more information, see Customize context-aware search.
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Optionally, configure the following additional search conditions to narrow the Smart Search results, and then click Search.
Field Description Search within results This option is only activated when there are results returned. Click this option button to add it as a filter to the filter panel on the right. You can click the remove button on the filter to remove it.
For example, type Service in the search box and then click Enter. After the results are returned, you click this option and a Previous Search: Service filter is added to the search results panel. Then, type Server in the search box and then click Enter. The results that are returned are the same as those returned if you search for Service AND Server.
General filter Click the Filter button to cascade the general filter to filter the content by the last modified time. The option you select is added to the filter panel on the right. You can click Clear All to remove all the filters. Library Specifies the knowledgebases for your search repository. All Click the check box to select all the knowledgebases as your search repository. <Knowledgebase name> Click the check box to include this knowledgebase to your search repository.
Note Your library options in Smart Search are remembered for your next login.
- Click a document title or identifier to open it.
In the search results, if you click the button to vote up or vote down an article, this will affect the ranking of the search result next time. This is not configurable. Also, if the document is re-used for a solution, the ranking for this document is also affected. For detailed information, see Use adaptive learning in Smart Search.
