This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Using Global search

If you have BMC Knowledge Management installed, you can use the Global search feature in any of the BMC Remedy ITSM application consoles.

Global search searches across multiple forms for records that match a word or phrase that you type in the search area.

Note

  • Global search results include information only from the forms that you have permission to access. That is, you need permission to access an application to have its records appear in the search results.
  • The Global search does not include BMC Asset Management CI's .

This topic provides the following information:

To use Global search

  1. In the text field to the right of the breadcrumb bar, type your search string and then click the Search icon.

    Global search

    BMC Knowledge Management users can define and save their preferred sources on the Advanced Search screen in the Knowledge Management Console. These saved criteria are automatically applied whenever you perform a Global search, and search results are limited to the defined sources. For more information, see Using predefined search criteria

  2. Locate the record you want in the search results table and double-click it.
    The record opens in the viewing area and the system updates the breadcrumb trail with an entry for the record you opened.

    Note

    As you drill down through the record, each record you open is also added to the breadcrumb trail.

    If you want to maintain the contents of the search results table to view later, do not change the text in the Search field. If you do, when you click the Search icon to return to the search results table, the search feature will execute a new search based on the changed content of the Search field.

  3. To return to the search results table, click the Search icon again.

Limitation

Global search results might include external files that have been registered as knowledge base items. If the search conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results screen appears distorted due to the tags that are used in XML and HTML files. Additionally, the Advanced search link on the search results screen becomes unresponsive.

Asset CIs are not included in the Global Search.

Special characters and boolean expressions in Global search

Global search uses Full Text Search (FTS) to find the search strings in requests and other records. Some characters are used to control the search criteria, as indicated in the following table.

Special characters and their results

Special character

Results

Example search string

Example results

"

(double-quotation marks)

Performs a phrase search on the terms enclosed in the double-quotation marks.

"firewall blocked"

  • firewall blocked her access
  • firewall blocking my access

,

(comma)

Find requests that contain any of the specified words separated by a comma

  • firewall, blocking
  • "firewall, blocking"
  • firewall blocks access
  • firewall will block access
  • firewall is not working
  • try blocking his access

%

(percent symbol)

Wildcard to extend the search

Notes: You do not need to use a wildcard to extend the search for word stems, such as "ed," "s", and "ing," because word stems are automatically included.

The wildcard character (%) search is not supported for character menu fields in Smart IT.

 

%fire%

  • backfire
  • fire
  • firewall

Note

Searches that start with a wildcard character are not as efficient as searches that use an exact phrase or a trailing wildcard. For example, searching for the term "%block" is less efficient than searching for either "block" or "block%".


You can use use boolean expressions in your search. Boolean operators include parentheses (), AND, OR, and NOT. The boolean operators must be specified in upper case; otherwise, they are treated as search strings.


Boolean operators and their results

Boolean operator

Results

Example search string

Example results

AND

Find requests that contain all of the specified words and phrases

firewall AND blocking

  • firewall blocks access
  • firewall will block access

OR

Find requests that contain any of the specified words and phrases

firewall OR blocking

  • firewall blocks access
  • firewall will block access
  • firewall is not working
  • try blocking his access

NOT

Exclude the specified word or phrase

firewall NOT blocking

firewall is not working

()

group expressions

firewall AND (block, allow)

  • firewall blocking access
  • set up firewall to allow access

Global search results reflect both the search terms and the configuration of full text search. Configurable options that affect search results include case sensitivity, the list of ignored words, thesaurus, and stemming. For more information about full text search, see Enabling and disabling full text search .   

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