This documentation supports the 18.05 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 end users understand the search results.



Related topics

Troubleshooting

Configuring full text search in the AR System documentation

Troubleshooting Remedy Full Text Search in the AR System documentation

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
  • Submitted requests



  • 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 sensitivityPartial match search allowedAdditional information
Appointmentsdescriptioncase insensitivefull matchnot applicable
Approvals
  • title
  • request ID
  • order ID
  • requested for
  • requested by
case sensitivepartial matchnot applicable

Articles from BMC HR Case Management

  • title
  • summary
  • description
case insensitivefull matchnot applicable

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

titlecase insensitivepartial matchnot applicable

How-to articles

  • title
  • description
  • keywords
  • URL
case insensitive
partial matchnot applicable

Items in the enriched catalog

  • title
  • tag
case insensitive
partial matchThe enriched catalog is available only with Digital Workplace Advanced.

Knowledge articles from Remedy ITSM

all knowledge article fieldscase insensitive
full match

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

titlecase insensitive
partial matchnot applicable
Timeline postspost textcase insensitivefull matchnot applicable
Quick links
  • title
  • description
case insensitive
partial matchnot applicable
Reservationsreservation textcase insensitive
partial matchnot applicable

Social data

  • appointment description
  • post text
  • notification text
case insensitive
partial matchnot applicable
Solutions from BMC HR Case Management
  • title
  • summary
case insensitive
partial matchnot applicable

SRDs from Remedy ITSM (Service Request Management)

  • title
  • description
  • keywords
case sensitivepartial match

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
case sensitive
partial matchnot applicable
Submitted requests for enriched catalog items (from Superbox search)
  • Request ID
  • Order ID
not applicablepartial matchRequest ID and Order ID are numeric values; case insensitive does not apply.
Submitted requests for HR cases (from Superbox search)
  • title
  • Case ID
case insensitive
partial matchnot applicable
Submitted requests for items in Remedy ITSM (from Superbox search)
  • title
  • Request ID
  • Order ID
case sensitive
full match not applicable

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 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 are stop words for the indicated locale. For example, stopwords_fr.txt contains the stop words for French locale.

Although you can view the stop words, BMC does not support changing the stop words.

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