This documentation supports the 18.11 version of BMC Digital Workplace Basic.

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 BMC Remedy Full Text Search in the AR System documentation

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)

  • How-to resources

  • 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
  • Quick links from BMC Service Request Management

Superbox search from BMC Digital Workplace client

(from the News Feed tab)

  • How-to resources
  • Social data

  • Services and bundles from the enhanced catalog
  • BMC Digital Workplace profiles (asset, group, 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
  • Quick links from BMC Service Request Management

Timeline search

(from the My Activity tab)

  • Appointments
  • Posts
  • Reservations
  • Approvals
  • Requests
Search from the Connection panel
  • Assets
  • Services
  • User groups
  • Users
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

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
Reservations
  • Reservation text
Case insensitivePartial matchNot applicable

Social data

  • Post text
  • User group name
Case insensitivePartial matchNot applicable
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 match

Search returns all articles 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
Submitted requests for HR cases from Timeline search
  • Title
  • Request ID
  • Requested for
  • Requested by
Case sensitivePartial matchNot applicable
Approvals from BMC HR Case Management
  • Title
  • Request ID
  • Requested for
  • Requested by
Case sensitivePartial matchNot applicable
BMC Remedy IT Service Management records
Quick links
  • Title
  • Description
Case insensitivePartial matchNot applicable

SRDs from Remedy Service Request Management

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

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

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

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

For more information about word stemming, see Searching for variations of word stems .

Knowledge articles from Remedy ITSM
  • All knowledge article fields
Case insensitive

Full match

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 the RKM provider to return knowledge articles that have all search key words in their metadata. For information about how to configure search for the RKM provider, see List of providers.

Tip:

When the full match 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 sensitivePartial match

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.

Submitted requests for services in Remedy ITSM from Timeline search
  • Title
  • Requests ID
  • Order ID
  • Requested for
  • Requested by
  • Submitted answers
Case sensitivePartial matchNot applicable
Approvals from BMC IT Service Management
  • Title
  • Request ID
  • Order ID
  • Requested for
  • Requested by
Case sensitivePartial matchNot applicable
BMC Cloud Lifecycle Management records
Offerings from BMC Cloud Lifecycle Management
  • Title
Case insensitivePartial matchNot applicable

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, 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. 
  • End users can see a maximum of 50 search results for one word in the catalog and superbox search results, under the Catalog Items filter.

  • If no search results are found, the application displays the following indicators to end users:
    • 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.
  • 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 top.
    • SRDs that are requested more times than other SRDs are displayed after the popular SRDs.
    • Next SRDs are displayed according to alphabetical order based on 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.

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