This documentation supports the 20.08 version of BMC Digital Workplace Basic, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product Version menu.

Troubleshooting issues with search in BMC Digital Workplace

The actual search results in BMC Digital Workplace might differ from the results that business users expect to receive. 

Related topics

Search in BMC Digital Workplace

Troubleshooting

Configuring full text search in the AR System documentation

Troubleshooting Remedy Full Text Search in the AR System documentation


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.

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

Search in BMC Digital Workplace is accent sensitive. If you type Jose, you will not see José in the search results.


To check the stop words

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

Important

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 where 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.

    Important

    You cannot modify stop words.

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