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.
End users can use the search feature from the following areas of the BMC Digital Workplace end user console:
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.
The Global search panel looks like this:
End users can search for the following records:
|Types of records||Records|
BMC Digital Workplace records
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 and Approvals.
The option is available in the List View only. The following image shows the search options in the Active events section:
Search from the Social section
You can search for the following records in the Social section on the user preferences page:
- User groups
The following image shows the Social section on the user preferences page:
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 searched||Fields||Partial match or full match||Additional information|
BMC Helix Digital Workplace records
|Partial match||Not applicable|
|Group profile||Partial match||Not applicable|
|Partial match||Not applicable|
|BMC HR Case Management records|
Search returns all solutions that have at least one of the specified keywords.
Search returns all articles that have at least one of the specified keywords.
|Submitted requests for HR cases||Partial match||Not applicable|
|Approvals from BMC HR Case Management||Partial match||Not applicable|
|BMC Remedy IT Service Management records|
|Quick links||Partial match||Not applicable|
SRDs from Remedy Service Request Management
By default, search returns all services that have at least one of the specified keywords.
You can configure the SRM provider to return services that have all search keywords 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 .
|Knowledge articles from Remedy ITSM|
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.
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 business user enters printe% as the search term, the knowledge article with the title printer problem is found.
|Submitted requests for services in Remedy ITSM||Partial 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.
|Approvals from BMC IT Service Management||Partial match|
|BMC Cloud Lifecycle Management records|
|Offerings from BMC Cloud Lifecycle Management||Partial match||Not applicable|
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
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:
- Submitted requests for HR cases
- Knowledge articles from Remedy ITSM
- SRDs from Remedy Service Request Management
Search in BMC Digital Workplace is accent sensitive. If you type Jose, you will not see José in the search results.
How search results are displayed
Search results are displayed to end users according to the following principles:
- End users see search results on the tabs shown in the following image. The Top Hits tab displays the result highlights. To see the results pertaining to the particular category, end users can click on each of the tabs.
You can limit the number of results per tab. See Configuring search results.
- In summary sections, end users can see the top three results for a category. To see all results in the category, an end user can click See more. The following screenshot shows the summary section for the Users category:
A BMC Helix Digital Workplace administrator can configure the list of tabs by enabling or disabling corresponding features. The BMC Digital Workplace administrator can disable the Approvals, Appointments, Locations, Assets, and Users tabs. The BMC Digital Workplace administrator cannot disable the Top Hits, Catalog items, Articles, Requests tabs. To configure end user features in the BMC Digital Workplace Admin console, see Enabling end user features.
To disable the Assets tab, the BMC Helix Digital Workplace administrator must disable the Locations feature in the BMC Helix Digital Workplace Admin console.
- If an end user searches by service name, Requests and Approvals are displayed at the bottom of the page in the More search options section. These options redirect the end user to the Requests or Approvals tab with all the search results. The following screenshot shows the Requests and Approvals options that follow the summary section for the Articles category:
- If end users search by service ID, they must select Requests or Approvals. BMC Helix Digital Workplace shows the No results found message even when there are relevant hits:
The results are shown on the corresponding tab.
- 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 "No results found," 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 at the top.
- SRDs that are requested more times than other SRDs are displayed after the popular SRDs.
- All SRDs that follow are displayed alphabetically by the SRD title.
If the search does not work as expected, you can view the logs to troubleshoot. For more information, see Configuring logs.
How search works with the computer screen reader program
Visually impaired end users might find it easier to search for services in the Global search panel than to browse the catalog. They can use Tab and arrow keys to navigate the screen, and press Enter to make selections.
To check the stop words
Stop words can affect search results because stop words are ignored during search.
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:
- On your BMC Digital Workplace server, navigate to DigitalWorkplaceInstallationFolder/dwp/WEB-INF/lib.
DigitalWorkplaceInstallationFolder is the location where BMC Digital Workplace was installed.
- Copy myit-server-version.jar to myit-server-version.zip where version is the version of BMC Digital Workplace.
- Extract the .zip archive or navigate within the .zip archive.
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.
You cannot modify stop words.