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Advanced Search

The following fields appear on the advanced search page:

Search In

Performs a search in the following document fields:

• Subject
• Question
• Replies

Keyword Search

Performs a standard keyword search.

Natural Language Search

Performs a natural language search.

Match Type

Performs a search based on the following:

• Any of the words (OR)
• All of the words (AND)
• Exact match

Match

Performs a search based on the following:

• Whole words
• Words beginning with

Order by

Sorts the search by the following attributes:

• Relevance
• FAQ Rating
• Hits
• Solution Count
• Modify Date

Submitter

Define a user-defined ID or enter a name by which to filter documents retrieved.

Status

Performs a search based on the following types of forums:

• Answered
• Open
• Resolved

Earliest Creation Date

Enter the date and time to specify the beginning of a range for listing only attachments that were created within a specified time frame.

Latest Creation Date

Enter the date and time to specify the end of a range for listing only attachments that were created within a specified time frame.

Root Cause

Defines a root cause (that is, the core reason for opening the ticket) by which to filter documents retrieved. Possible root causes might include Hardware Failure, Software Failure, and Network Cable. Enter the root cause in the box, or click to open to open the Root Cause Selection window so you can search for and select one. When you click Search, the product returns only documents associated with the specified root cause.

Priority/Severity/Impact/Urgency

Specifies the level (1, 2, 3, 4, 5, or None) by which to filter documents retrieved. When you leave <empty> as the field value, the product does not consider a level when filtering documents. When you click Search, the product returns only documents with the specified level.

Note: You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic and can use it to specify search arguments that are not available in the standard search filter fields. You can enter a SQL WHERE clause in this field to specify an additional search argument.