Administration › Knowledge Administration › Search › Set Up Default Search Settings

Set Up Default Search Settings

You can set up search options to be used as the default options that appear when users search for knowledge using the search field.

Note: These search options are overwritten by any personal search settings users define in the Preferences window, or any additional search options in the Knowledge Search pane on the Knowledge tab or in the Knowledge Categories pane on the Administration tab.

To set up default search options

1. From the Administration tab, navigate to Knowledge, Search, Search Settings.

   The Search Options page displays.

2. Select the following options as appropriate:

   Recommended Results

   Specifies the number of documents to display in the search results list.

   Default Search Fields

   Specifies which document fields to include by default in keyword searches. Select a check box to include the associated field in default searches. Clear a check box to exclude the associated field from default searches. The following document fields are available for searching:

   • Title
   • Summary
   • Problem
   • Resolution
   • Attachments

   Search Settings for All Sources

   Specifies whether searches can include all knowledge sources. For example, knowledge categories and request areas.

   Search Settings in a Ticket Context

   Specifies whether searches can include all fields defined in a service desk ticket (incident, problem, issue, change order, or request).

   • For these options, select one of the following match types:

   • Any of the words (OR)—Includes a document in the result set when it contains any of the words in the Search field. This option is the default selection.
   • All of the words (AND)—Includes a document in the result set only when it contains all the words in the Search field.

   Click Save.

   The default search settings are set up.