This documentation supports the 20.02 version of BMC Digital Workplace Basic.

To view an earlier 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


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.

The Global search panel looks like this:

End users can search for the following records:

Types of recordsRecords

BMC Digital Workplace records

  • User profiles

  • How-to links

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

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

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

Search in the Active and Past events sections

The following table describes filtering options for Active and Past events:

Event typeFiltering optionView type
By textBy type/statusBy dateListCard
Active

(tick)


  • Requests
  • Approvals
  • Today
  • Last 7 days
  • Custom date range


(tick)



(tick)


Past

(tick)



  • All
  • Approved
  • Rejected
  • Completed
  • Closed
  • Cancelled
  • Failed
  • Today
  • Last 7 days
  • Custom date range

(tick)


(error)


Search from the Social section

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

  • Users
  • User groups

The following image shows the Social section on the 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 Helix Digital Workplace records

User profile

  • First name
  • Last name
  • Login ID
  • Full name
  • Email
Partial matchNot applicable
Group profile
  • Group name
Partial matchNot applicable

How-to links

  • Title
  • Description
  • Keywords
  • URL
Partial matchNot applicable
BMC HR Case Management records
Solutions
  • Title
  • Summary
Partial match

Search returns all solutions that have at least one of the specified keywords.


Articles
  • Title
  • Summary
  • Description
Full match

Search returns all articles 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
Quick links
  • Title
  • Description
Partial matchNot applicable

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 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 Searching for variations of word stems .


Knowledge articles from Remedy ITSM
  • All knowledge article fields
  • Partial match
  • 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: 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.

If you enable the rkm.search.force.leading.trailing.wildcards parameter, you do not need to insert the full title of the knowledge article and a wildcard. For example, if a business user enters printe as the search term, a knowledge article with the title printer problem is found. If a business user enters incre memor, a knowledge article with the title increase memory will be found.

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


BMC Cloud Lifecycle Management records
Offerings from BMC Cloud Lifecycle Management
  • Title
Partial matchNot applicable

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

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


How search results are displayed

Search results are displayed to end users according to the following principles:

  • End users see search results on 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 tab. 

    You can limit the number of results per tab and also disable the parallel search of requests and approvals. 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 Digital Workplace administrator can configure the list of tabs by enabling or disabling corresponding features. The BMC Digital Workplace administrator can disable the ApprovalsAppointmentsLocations, Assets, and Users tabs. The BMC Digital Workplace administrator cannot disable the Top HitsCatalog itemsArticlesRequests tabs. To configure end user features in the BMC Digital Workplace Admin console, see Enabling end user features.

    Note

    To disable the Assets tab, the BMC Digital Workplace administrator must disable the Locations feature in the BMC Digital Workplace Admin console. 

  • 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.

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.
    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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