This documentation supports the 18.08 version of BMC Digital Workplace Advanced.

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

How search works in BMC Digital Workplace

The actual search results in BMC Digital Workplace might differ from the results that business users expect to receive. As the BMC Digital Workplace administrator, you must understand how search works to assist your business users.


Related topics

Troubleshooting

Configuring full text search in the AR System documentation

Troubleshooting Remedy Full Text Search in the AR System documentation

Configuring search for enhanced catalog items in BMC Digital Workplace

Types of records searched

You can use the search feature in different areas of BMC Digital Workplace. The following table indicates the types of records that are searched:

Type of search

Record searched from BMC Digital Workplace

Records searched from integrated products

Catalog search from BMC Digital Workplace client

(from the Catalog tab)

  • Catalog items
  • How-to resources
  • Quick links

  • Articles from BMC HR Case Management
  • Solutions from BMC HR Case Management
  • Knowledge articles from Remedy ITSM
  • Service Request Definitions (SRDs) from Service Request Management
  • Offerings from BMC Cloud Lifecycle Management

  • Services and bundles from the enhanced catalog

Superbox search from BMC Digital Workplace client

(from the News Feed tab)

  • Catalog items
  • How-to resources
  • Quick links
  • Social data
  • Submitted requests

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

  • 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

  • Services and bundles from the enhanced catalog
  • Submitted requests through the BMC Digital Workplace Catalog

Timeline search

(from the My Activity tab)

  • Appointments
  • Approvals
  • Posts
  • Requests
  • Reservations
None
Search from the Connection panel
  • Assets
  • Services
  • User groups
  • Users

  • Locations

None

Data matches

For each type of record that is searched, the following table indicates the fields that are searched and other factors that determine the search results:

Record searchedFieldsCase sensitivityPartial match or full matchAdditional information

BMC Digital Workplace records

Approvals
  • Title
  • Request ID
  • Order ID
  • Requested for
  • Requested by
case sensitivepartial matchNot applicable

BMC Digital Workplace user and group profiles

  • Title
case insensitivepartial matchNot applicable

How-to resources

  • Title
  • Description
  • Keywords
  • URL
case insensitivepartial matchNot applicable
Timeline posts
  • Post text
case insensitivefull matchNot applicable
Quick links
  • Title
  • Description
case insensitivepartial matchNot applicable
Reservations
  • Reservation text
case insensitivepartial matchNot applicable

Social data

  • Post text
  • User group name
case insensitivepartial matchNot applicable
Submitted requests (from timeline search)
  • Title
  • Requests ID
  • Order ID
  • Requested for
  • Requested by
  • Submitted answers
case sensitivefull matchNot applicable

BMC Digital Workplace Catalog records

Services and bundles from the enhanced catalog
  • Title
  • Tag

case insensitive
  • partial match
  • full match

Notes:

  • The search is case insensitive if the FTS setting is enabled in the Remedy system.
  • The search by answers does not work for hidden questions.

Submitted requests for services and bundles in the enhanced catalog

(from Superbox search)

  • Request ID
  • Order ID
  • Submitted answers
not applicablefull match
BMC HR Case Management records
Solutions
  • Title
  • Summary
case insensitivepartial matchSearch returns all solutions that have at least one of the specified key words.
Articles
  • Title
  • Summary
  • Description
case insensitivefull matchSearch returns all solutions that have at least one of the specified key words.

Submitted requests for HR cases

(from Superbox search)

  • Title
  • Case ID
case insensitivepartial matchNot applicable
BMC Remedy IT Service Management records

SRDs from Remedy Service Request Management

  • Title
  • Description
  • Keywords
case sensitivepartial match

Note:

  • By default, search returns all services that have at least one of the specified key words.
  • You can configure SRM provider to return services that have all search key words in their metadata. For information about how to configure search for SRM provider, see List of providers.
Knowledge articles from Remedy ITSM
  • All knowledge article fields
case insensitive

full match

Note:

  • Partial or full match can be configured.
  • By default, search returns all knowledge articles that have at least one of the specified key words.
    You can configure RKM provider to return knowledge articles that have all search key words in their metadata. For information about how to configure search for RKM provider, see List of providers.

Tip:

When the full match search is configured, 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.

Submitted requests for services in Remedy ITSM

(from Superbox search)

  • Title
  • Request ID
  • Order ID
  • Submitted answers
case sensitivefull match

Notes:

  • A minimum of 3 characters is required to start search.
  • The search by answers works only if the search.by.answer.enabled flag is set to true for the SRM provider. For details about how to enable search by answers for SRM pluggable provider, see List of providers.
  • The search by answers is not supported for hidden questions.
  • The order of words used to search answers must exactly match the order of words in the answers.
BMC Cloud Lifecycle Management records
Offerings from BMC Cloud Lifecycle Management
  • Title
case insensitivepartial matchNot applicable

Multiword search for enhanced catalog items

Multiword search relies on the full-text search (FTS) capabilities of theBMC Digital Workplace Catalogplatform. The following table describes how the multiword search works for enhanced catalog items inBMC Digital Workplace:

Multiword search logicDescriptionExample
Not a full phrase matchMultiword 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 title, version, tag, and description metadata of a service.

Not applicable
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.

Not applicable

For information about how to configure the multiword search inBMC Digital Workplace Catalog, see Configuring search for enhanced catalog items in BMC Digital Workplace.

To check the stop words

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 server, navigate to DigitalWorkplaceInstallationFolder/dwp/WEB-INF/lib where DigitalWorkplaceInstallationFolder 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 contain stop words for the indicated locale. For example, stopwords_fr.txt contains the stop words for French locale.

    Note

    You cannot modify stop words.

Search results

The search results are displayed to end users according to the following principles:

  • Search results are sorted based on their relevance to the search query: from the most relevant on top, down to the least relevant. Results that have the same relevance are sorted alphabetically. 
  • In the catalog and superbox search results, under the Catalog Items filter, end users can see a maximum of 50 search results for one word.

  • If no search results are found, end users can see the following outputs:
    • On the Catalog page, in the catalog search results, the message No results found is displayed; the search filters tabs are hidden.
    • On the News Feed page, in the superbox search results, the search filters tabs are disabled.
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