This documentation supports the 18.08 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

How FTS indexing works for attachments

Indexing for attachments is selected on a per-field basis, not by attachment pool. Therefore, it is possible to index only some of the attachment fields in a pool. The advantage to indexing only some of the attachment fields is that you can designate (and appropriately name) "buckets" for attachments likely to have value when indexed, as opposed to those that will not. The system attempts to index any attachment that is placed into an attachment field indexed for FTS. By guiding users to place attachments in the appropriate "buckets," the system can avoid unnecessary processing.


Attachments with unsupported data formats are not indexed successfully. If an attachment cannot be indexed, only the Full Text Indexer log indicates this issue. The error log does not note that the attachment cannot be indexed. See Full text search indexer logging.

For HTML and XML file attachments, only the content (not the metadata) is indexed. That is, the elements and their attributes are not indexed.

The following formats are supported for FTS of attachment files:

  • Hypertext markup language (HTML) format
  • XML and derived formats
  • Microsoft Office document formats (Word 97 and later--see the note that follows)
  • OpenDocument format (OpenOffice 1.0 and later--see the note that follows)
  • Portable document format (PDF) (versions 1.0 through 9.0)
  • Electronic publication format (digital books)
  • Rich text format (RTF)
  • Compression and packaging formats (.zip, .tar, .bzip2, .ar, .cpio )
  • Text formats (Most Unicode and ISO 8859 documents in plain text)
  • Audio formats (extracts Lyrics [if present] and any metadata from MP3, MIDI, and other simple audio formats)
  • Image formats (extracts metadata from image formats supported by the java platform)
  • Video formats (supports only Flash video format using a simple parsing algorithm)
  • Java class files and archives (extracts class names and method signatures from Java class files and the .jar files containing them)
  • The mbox format (extracts email messages from the mbox format used by many email archives and UNIX mailboxes)


New versions of file formats for vendor products are assumed to be compatible with previously supported versions. In the event that a vendor does not provide backwards compatibility, BMC reserves the right to rescind support for a specified version of a vendor's product and document such incompatibilities once confirmed. BMC might, at BMC's discretion, attempt to address a discovered incompatibility by modifying the current version of BMC Remedy AR System. However, if major architectural changes in a vendor product require significant BMC development to achieve tolerance, support for the vendor product may be deferred to a later version of BMC Remedy AR System.

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