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.
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.
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||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.
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.