This documentation supports the 19.08 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 full text search in the AR System documentation

 Configuring search for enhanced catalog items in BMC Digital Workplace

Search types

End users can use the search feature from the following areas of the BMC Digital Workplace end user console:

Global search

The Global search panel is available on the following pages:

  • Catalog page
  • My Activity page
  • (Optional) Custom page—The Global search component can be added to a custom page.

    For more details about this feature, see Building a custom page for end users.

The global search panel looks like this:

End users can search for the following records:

Types of recordsRecords

BMC Digital Workplace records

  • User profiles

  • Group profiles
  • How-to links

  • Assets
  • Location
  • Appointments

Catalog items
  • Articles and solutions from BMC HR Case Management
  • Knowledge articles and SRDs from Remedy ITSM (Service Request Management)
  • Quick links from BMC Service Request Management
  • Offerings from BMC Cloud Lifecycle Management
  • Services and bundles from the enhanced catalog

Orders
  • Submitted requests through Remedy ITSM (Service Request Management)
  • Submitted requests through BMC HR Case Management
  • Submitted requests through BMC Digital Workplace Catalog

Approval requests
  • Approval requests from BMC Remedy IT Service Management 
  • Approval requests from BMC HR Case Management

  • Approval requests from BMC Digital Workplace Catalog

Search in the Active events section

End users can search for active events by keywords, which is analogous to Global search. Users can search for Requests, Approvals, and Appointments. 

The option is available in the List View only. The following image shows the filter options in the Active events section:

Search from the Social section

You can search for the following records in the Social section available on a user preferences page:

  • Users
  • User groups

  • Locations
  • Assets

The following image shows the Social section on a user preferences page:



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 searchedFieldsPartial match or full matchAdditional information

BMC Digital Workplace records

User profiles

  • First name
  • Last name
  • Login ID
  • Full name
  • Email
Partial matchNot applicable
Group profiles
  • Group name
Partial matchNot applicable
Locations
  • Title
  • Address
  • Site name
  • Telephone
  • Description
Partial matchNot applicable
Assets
  • Name
  • Email
  • Description
  • Tag
Partial matchNot applicable
Appointments
  • Location
  • Description
Partial matchNot applicable

How-to links

  • Title
  • Description
  • Keywords
  • URL
Partial matchNot applicable

BMC Digital Workplace Catalog records

Services and bundles from the enhanced catalog
  • Title
  • Tag

  • Partial match
  • Full match

The search is case insensitive if the FTS setting is enabled in the BMC Digital Workplace Catalog platform. For more details about search options, see Multiword search for enhanced catalog items.


Submitted requests for services and bundles in the enhanced catalog
  • Title
  • Request ID
  • Order ID
  • Requested for
  • Requested by
  • Submitted answers
Partial match

Request ID and Order ID are numeric values.

The search by answers does not work for hidden questions.

Submitted answers are included in search only if this setting is configured in the BMC Digital Workplace application settings. For information about how to configure search for enhanced catalog, see Configuring search for enhanced catalog items in BMC Digital Workplace.

Approvals from BMC Digital Workplace Catalog

  • Title
  • Request ID
  • Order ID
  • Requested for
  • Requested by
Partial matchNot applicable
BMC HR Case Management records
Solutions
  • Title
  • Summary
Partial matchSearch returns all solutions that have at least one of the specified keywords.
Articles
  • Title
  • Summary
  • Description
Full matchSearch returns all solutions that have at least one of the specified keywords.
Submitted requests for HR cases
  • Title
  • Request ID
  • Requested for
  • Requested by
Partial matchNot applicable
Approvals from BMC HR Case Management
  • Title
  • Request ID
  • Requested for
  • Requested by
Partial matchNot applicable
BMC Remedy IT Service Management records

SRDs from Remedy Service Request Management

  • Title
  • Description
  • Keywords
  • Category 1
  • Category 2
  • Category 3
  • Partial match
  • Full match

By default, search returns all services that have at least one of the specified keywords.

You can configure SRM provider to return services that have all search keywords in their metadata. For information about how to configure search for SRM provider, see List of providers.

Word stemming is supported. For example, the search term globally returns all results that contain global.

Knowledge articles from Remedy ITSM
  • All knowledge article fields

Full match

By default, search returns all knowledge articles that have at least one of the specified keywords.

You can configure the RKM provider to return knowledge articles that have all search keywords in their metadata. For information about how to configure search for the 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 printe as the search term, a knowledge article with the title printer problem is not found. However, if the user enters printe% as the search term, the knowledge article with the title printer problem is found.

Submitted requests for services in Remedy ITSM
  • Title
  • Request ID
  • Order ID
  • Requested for
  • Requested by
  • Submitted answers
Partial match

A minimum of three characters is required to start the 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 the SRM pluggable provider, see List of providers.

The search by answers is not supported for hidden questions.

Approvals from BMC IT Service Management

  • Title
  • Request ID
  • Order ID
  • Requested for
  • Requested by
Partial matchNot applicable
BMC Cloud Lifecycle Management records
Offerings from BMC Cloud Lifecycle Management
  • Title
Partial matchNot applicable

Multiword search for enhanced catalog items

Multiword search relies on the full-text search (FTS) capabilities of the BMC Digital Workplace Catalog platform. The following table describes how the multiword search works for enhanced catalog items in BMC 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. For Catalog Requests, an OR condition is applied only if search queries are separated by a comma. Otherwise, an AND condition is applied.The search phrase Employee on-boarding process returns all results that contain any of the following terms: Employee, on-boarding, process.  
Stemming

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 ranks 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 in BMC Digital Workplace Catalog, see Configuring search for enhanced catalog items in BMC Digital Workplace.

Case sensitivity

Search for records in BMC Digital Workplace is case insensitive. A BMC Remedy AR System administrator can set up case sensitivity for the records that exist on BMC Remedy AR System.

Case insensitive records

Search is case insensitive for the following items:

  • Group profiles
  • How-to links
  • Offerings from BMC Cloud Lifecycle Management

  • Services and bundles from the enhanced catalog
  • Submitted requests for services and bundles from the enhanced catalog
  • Appointments
  • Assets
  • Locations

Records with configurable case sensitivity

Case sensitivity depends on the underlying AR System database setting for the following records:

  • User profiles
  • Quick links
  • Approvals from BMC IT Service Management
  • Approvals from BMC HR Case Management
  • Submitted requests for services in Remedy ITSM

Case sensitivity depends on the BMC Remedy AR System FTS case-sensitivity setting for the following records:

  • Solutions
  • Articles
  • Submitted requests for HR cases
  • Knowledge articles from Remedy ITSM
  • SRDs from Remedy Service Request Management

  • Services and bundles from the enhanced catalog
  • Approvals from BMC Digital Workplace Catalog


Search results

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.
  • If no search results are found, the application displays the following message: "No results found is displayed," and the filter menu is hidden.
  • For SRDs from Remedy Service Request Management, search results are displayed in the following order:
    • SRDs that are marked as popular by the administrator in Remedy Service Request Management are displayed on the top.
    • SRDs that are requested more times than other SRDs are displayed after the popular SRDs.
    • All following SRDs are displayed alphabetically by the SRD title.

If the search does not work as expected, you can troubleshoot this issue by debugging the logs. For more information, see Configuring logs.

To check the stop words

Stop words can affect search results because stop words are ignored during search.

Note

BMC Digital Workplace stop words do not affect SRDs from Remedy Service Request Management. SRDs search results are affected by Remedy FTS stop words list.


To check the stop words used by BMC Digital Workplace:

  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 the French locale.

    Note

    You cannot modify stop words.

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