Knowledge Documents › View Inbox or Group Inbox › Search for Documents › Document Search Fields

Document Search Fields

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.

Keywords for Advanced Search

Specifies keywords to use for the search in the Search field. You separate each keyword with a space or a comma.

Search In

Specifies in which fields 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

Resets 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) lets you 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

Note: Depending on how your administrator configured search capabilities, you may not have access to Keyword Search and Natural Language Search.

Match Type

Specifies the method for text matching during the search. Select one of the following options:

• Any of the Words (OR)—Retrieves matches for any of the specified words in a document.
• All of the Words (AND)—Retrieves matches only when the product finds all the specified words in a document.

• Exact Match—Retrieves matches for 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.

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 box, or click 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 box, or click 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

Define a category by which to filter documents retrieved. Enter the name of the category in the box or click to open the Category Search window. When you click Search, the product returns only documents associated with the specified category. Use the Remove and Clear Categories options as needed.

(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 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 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 subject-matter expertise for the document. Enter the name of the contact in "last name, first name" format or click to open the Contact Search dialog so you can locate and select a contact.

Document Type

Specifies the type of document (knowledge document or knowledge 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 box, or click the icon 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.