How search works in BMC Digital Workplace
Sometimes business users do not get the search results that they expect. This topic provides information to help you understand the search results.
Types of records searched
Search is available in different areas ofBMC Digital Workplace. The following table indicates the type of record that is searched:
|Type of search||BMC Digital Workplace record searched||Records searched from integrated products|
|Catalog search fromBMC Digital Workplaceclient|
|Superbox search fromBMC Digital Workplaceclient|
For each type of record that is searched, the following table indicates the fields that are searched and other factors to determine the search results:
|Record searched||Fields||Case insensitive?||Partial match?||Additional information|
Articles from BMC HR Case Management
BMC Digital Workplace profiles (asset, group, location, service health, user)
Items in the enriched catalog
|yes||yes||The enriched catalog is available only with Digital Workplace Advanced.|
Knowledge articles from Remedy ITSM
|all knowledge article fields||yes||no|
full text search (FTS)
Although the search does not perform a partial match, users can append a wildcard symbol (%) to a searched word. The wildcard symbol matches any remaining characters or words. For example, if a business user enters "print" as the search term, a knowledge article with the title "printer problem" is not found. However, if the business user enters "print%" as the search term, the knowledge article with the title "printer problem" is found.
Offerings from BMC Cloud Lifecycle Management
|Timeline posts||post text||yes||no||not applicable|
|Quick links||yes||yes||not applicable|
|Reservations||reservation text||yes||yes||not applicable|
Social data (notification, posts, appointments)
|Solutions from BMC HR Case Management||yes||yes||not applicable|
SRDs from Remedy ITSM (Service Request Management)
SRDs are case insensitive if the FTS setting is enabled in the Remedy system.
|Submitted requests (from timeline search)||no||yes||not applicable|
|Submitted requests for enriched catalog items (from Superbox search)||not applicable||yes||Request ID and Order ID are numeric values; case insensitive does not apply.|
|Submitted requests for HR cases (from Superbox search)||no||yes||not applicable|
|Submitted requests for items in Remedy ITSM (from Superbox search)||no||yes||not applicable|
Multi-word search for enhanced catalog items
Multi-word search relies on the full text search (FTS) capabilities of the BMC Digital Workplace Catalog platform. For information about how to configure multi-word search in BMC Digital Workplace Catalog , see Configuring search for enhanced catalog items in BMC Digital Workplace.
The following table describes how multi-word search works for enhanced catalog items in BMC Digital Workplace :
Multi-word search logic
|Not a full phrase match||Multi-word search does not return a full phrase match but uses an OR condition for multiple search words.||The search phrase Employee on-boarding process returns all results that contain any of the terms: Employee, on-boarding, process.|
Search terms are stemmed.
Stemmed search reduces inflected or derived words to their word stem.
|The search term employees returns all results that contain employee.|
|Phrase as one item|
Search supports phrase as one item. Search terms are not stemmed for this search type.
Word order matching can be achieved by surrounding words in double quotes (" ").
The search phrase "standard request" returns all results that contain services with standard request but not request standard.
Search is not case sensitive for title, version, tag, and description metadata of a service.
Search returns the best match results—ranked according to the Keyword Field Weight values set in Remedy Mid Tier configured for the BMC Digital Workplace Catalog .
Stop words ignored during search
Stop words can affect search results, because stop words are ignored during search. To check the stop words used by BMC Digital Workplace, perform the following steps:
- On your BMC Digital Workplace and Smart IT server, navigate to digitalInstallationFolder/ux/WEB-INF/lib where digitalInstallationFolder is the location that BMC Digital Workplace was installed.
- Copy myit-server-version.jar to myit-server-version.zip where version is the version of BMC Digital Workplace.
- Extract the zip archive or navigate within the zip archive.
- Navigate to com/bmc/bsm/myit/stopwords/.
The files in this directory are stop words for the indicated locale. For example, stopwords_fr.txt contains the stop words for French.
Although you can view the stop words, BMC does not support changing the stop words.