This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

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 searchBMC Digital Workplace record searchedRecords searched from integrated products
Catalog search fromBMC Digital Workplaceclient
  • Items in the enriched catalog
  • How-to articles
  • Quick links

  • Articles from BMC HR Case Management
  • Knowledge articles from Remedy ITSM
  • Offerings from BMC Cloud Lifecycle Management
  • Service Request Definitions (SRDs) from Service Request Management
  • Solutions from BMC HR Case Management
Superbox search fromBMC Digital Workplaceclient
  • BMC Digital Workplace profiles (asset, group, location, service health, user)
  • Items in the enriched catalog
  • How-to articles
  • Quick links
  • Social data (notification, posts, appointments)
  • Submitted requests


  • Items in the enriched catalog


  • Articles from BMC HR Case Management
  • Knowledge articles from ITSM
  • Offerings from BMC Cloud Lifecycle Management
  • SRDs from Remedy ITSM (Service Request Management)
  • Solutions from BMC HR Case Management
  • Submitted requests through Remedy ITSM (Service Request Management) and BMC HR Case Management
Timeline search
  • Appointments
  • Approvals
  • Posts
  • Requests
  • Reservations
None


 


Data matches

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 searchedFieldsCase insensitive?Partial match?Additional information
Appointmentsdescriptionyesnonot applicable
Approvals
  • title
  • request ID
  • order ID
  • requested for
  • requested by
noyesnot applicable

Articles from BMC HR Case Management

  • title
  • summary
  • description
yesnonot applicable

BMC Digital Workplace profiles (asset, group, location, service health, user)

titleyesyesnot applicable

How-to articles

  • title
  • description
  • keywords
  • URL
yesyesnot applicable

Items in the enriched catalog

  • title
  • tag
yesyesThe enriched catalog is available only with Digital Workplace Advanced.

Knowledge articles from Remedy ITSM

all knowledge article fieldsyesno

full text search (FTS)

Tip:

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

titleyesyesnot applicable
Timeline postspost textyesnonot applicable
Quick links
  • title
  • description
yesyesnot applicable
Reservationsreservation textyesyesnot applicable

Social data (notification, posts, appointments)

  • appointment description
  • post text
  • notification text
yesyesnot applicable
Solutions from BMC HR Case Management
  • title
  • summary
yesyesnot applicable

SRDs from Remedy ITSM (Service Request Management)

  • title
  • description
  • keywords
noyes

Note:

SRDs are case insensitive if the FTS setting is enabled in the Remedy system.

Submitted requests (from timeline search)
  • title
  • Requests ID
  • Order ID
  • Requested for
  • Requested by
noyesnot applicable
Submitted requests for enriched catalog items (from Superbox search)
  • Request ID
  • Order ID
not applicableyesRequest ID and Order ID are numeric values; case insensitive does not apply.
Submitted requests for HR cases (from Superbox search)
  • title
  • Case ID
noyesnot applicable
Submitted requests for items in Remedy ITSM (from Superbox search)
  • title
  • Request ID
  • Order ID
noyesnot 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

Description

Example

Not a full phrase matchMulti-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.  
Stemming

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.

Case sensitivity

Search is not case sensitive for titleversion, tag, and description metadata of a service.

N/A
Ranking

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 .

N/A

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:

  1. 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.
  2. Copy myit-server-version.jar to myit-server-version.zip where version is the version of BMC Digital Workplace.
  3. Extract the zip archive or navigate within the zip archive.
  4. 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.

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Comments

  1. Maheshwari Lakshmanan

    Is it possible to extract a report of keywords (with hits/misses) entered by end users in DWPA 1802? This should include keywords configured in services & HowTos (DWPA Catalog) as well as keywords in Knowledge Articles and any other applicable items.

    Jun 12, 2019 09:06
    1. Ravee Panjwani

      Thanks for your comment, Lakshmanan.

      You can use Google Analytics to collect and analyze search and usage data, which was introduced in version 19.02 → 19.02.00 enhancements

      Thanks,
      Ravee

      Jun 12, 2019 03:18