Knowledge Management › Search for Knowledge Using Advanced Criteria › Knowledge Advanced Search Fields

Knowledge Advanced Search Fields

Important! Depending on how your administrator configured the system for your role, you may not have access to all of the functionality described in this topic.

• Knowledge Base—Specifies the type of knowledge to retrieve. When you click Search, the search engine returns only documents of the specified type.

  Select one of the following options:

  • Knowledge Documents—Returns only knowledge documents.
  • Forums—Returns only user forum information.
  • Knowledge Documents and Forums—Returns all knowledge sources.
  • External Repositories—Returns unstructured knowledge from an external repository related to a problem or resolution.
• Knowledge Search—Defines a space-delimited list of words or a phrase by which to filter documents retrieved. When you click Search, the product returns only documents that contain the specified keywords. Wildcard search text should contain at least two letters before a percent sign, for example, 'xy%'; leading percent as in '%xy' is prohibited. Words beginning with search text should contain more than one letter. One digit is allowed.
• Search Only In category—Searches for documents only in the selected category and its subcategories. If you do not want to limit your search to the selected category and its subcategories, select the Search All Categories option instead. This field only displays on the Knowledge tab when you select a category other than TOP from the Category pane.
• Search All Categories—Searches for documents in all categories and subcategories. If you want to limit your search to the category selected in the Category pane and its subcategories, select the Search Only In category option instead. This field only displays on the Knowledge tab when you select a category other than TOP from the Category pane.
• Search In—Specifies the fields in which to search for specified keywords. When you click Search, the product returns only items that contain the specified keywords in the fields specified by the selected Search In check boxes.

  The check boxes only display when Keyword Search is the selected search type. If you select Natural Language Search from the Search Type list, the Search In check boxes do not display and the product only searches the Problem fields of documents.

• Reset to my defaults—Returns all filters to their default values. This option is only available for knowledge documents.
• Set as my defaults—Saves all filters and applies them as the default values. This option is only available for knowledge documents.
• Search Type—Specifies the type of search to perform. Select one of the following options:
  • Keyword Search—Searches for the specified keywords in the Title, Summary, Problem, and Resolution fields of documents. Use the Search In check boxes to exclude one or more of these fields.
  • Natural Language Search—Searches for the specified text only in the Problem fields. Natural Language Search (NLS) allows you to perform a search using natural language, which compares the pattern of words contained in the query with the patterns of words contained in the Problem field of knowledge base documents.

    Default: Keyword Search

• Match Type—Specifies the method for text matching during the search. Select one of the following options:
  • Any of the Words (OR)—A match occurs when the product finds any of the specified words in a document.
  • All of the Words (AND)—A match occurs only when the product finds all of the specified words in a document.
  • Exact Match—A match occurs only when the product finds exactly the specified words in a document.

    Default: Any of the Words (OR)

  Important! Match Type and Match preferences only set the default search criteria when you search in Knowledge Management. For example, you log in as an analyst and click the Knowledge tab of any ticket. Knowledge searches from within a ticket always default to Match Type=Any of the words (OR) and Match=Whole Words, regardless of your preference settings.

• Match—Specifies the method by which the product searches documents. Select one of the following options:
  • Whole words—Retrieves only documents that contain the entire words entered.
  • Words beginning with...—Retrieves documents that contain the entire words entered or words that begin with the words entered. For example, a search for the word "print" also returns documents containing the words "printer" or "printing".

    The Match list setting overrides the default set on the Preferences window and is only available when you specify keywords or phrases for which to search.

    Default: Whole words

• Order By—Specifies a criterion by which to sort search results. Select one of the following options:
  • Relevance—Sorts documents by their relevance to the specified search criteria (expressed as EXCELLENT, GOOD, and so on). Documents with the highest relevance (EXCELLENT) are listed first.
  • FAQ Rating—Sorts documents based on their FAQ rating, which considers how often the document is accessed, how helpful it has been to users, and its age. Documents with the highest FAQ ratings are listed first.
  • Hits—Sorts documents by the number of times users have accessed them, with the most frequently accessed documents listed first. Hits may not be available for all record types. This field only displays for advanced searches on the Knowledge tab.
  • Solution Count—Sorts documents by the number of issues or requests they have resolved, as reported by users. Documents with the highest solution counts are listed first. This field only displays for advanced searches on the Knowledge tab.
  • Modify Date—Sorts documents by the date on which they were last modified, with the most recently modified documents listed first.
• Search for documents in these statuses—The following check boxes define the stage by which users can search for documents during their lifecycle. For example, when the Draft check box is selected, draft documents that are not yet published are displayed in the search results.
  • Published
  • Draft
  • Retired
  • Not Started

    Default: Published documents appear in the search results.

  Note: Custom status fields may appear in this list (depending on how your administrator configured the system).

• Return only documents that solved tickets—Returns documents that have successfully resolved tickets.
• User Defined ID/Created By/Submitter—Define a user-defined ID or enter a name by which to filter documents retrieved. This field only displays for advanced searches of knowledge documents and free text content.
• Product—Defines a product by which to filter documents retrieved. Enter the name of the product in the field, or click the magnifier to open the Product Search window so you can search for and select one. When you click Search, the product returns only documents associated with the specified product.
• Configuration Item—Defines the name of an asset (hardware, software, or service) by which to filter documents retrieved. Enter the name of the asset in the field, or click the magnifier to open the Configuration Item Search window so you can search for and select one. When you click Search, the product returns only documents associated with the specified asset.
• Category—Defines a category by which to filter documents retrieved. Enter the name of the category in the field or click the magnifier to open the Category Search window. When you click Search, the product returns only documents associated with the specified category.

(Optional) Click the More link to display the following additional fields:

Owner

Defines the name (in "last name, first name" format) of the contact assigned to maintain the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.

• Author—Defines the name (in "last name, first name" format) of the contact with responsibility for the document content. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
• Subject Matter Expert—Defines the name (in "last name, first name" format) of a contact with expertise in the subject matter of the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
• Document Type—Specifies the type of document (document or tree document) to retrieve.
• Approval Process Priority—Specifies the level (emergency, high, low, normal) by which to filter approvals retrieved.
• 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 field, or click the magnifier 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.

  Additional Search Arguments—Defines additional criteria by which to search. This field only displays when you click the More link in the Knowledge Search page.