Configuring Global Search settings

You can select the data sources on which you want to search when you search knowledge in BMC Remedyforce. For each data source, you can configure the data fields that display the results of the search.

The following topics are provided:

To configure Global Search settings

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select Global Search.
   By default, in the Display Fields section, the Email, Phone, and Company fields are displayed for Leads; the Email, Mobile Phone, and Account ID fields are displayed for Contacts; and the Account, Photo, Username, Email, and Phone fields are displayed for Users.
3. To enable searching the knowledge articles available in BMC Remedyforce, select Search Remedyforce knowledge articles.
4. To enable a staff member to rate the knowledge article and provide feedback, select Show the Rating and Feedback fields on the knowledge article page.
   To add a custom rating, see Adding a custom rating.
5. To make it required for the user to provide rating to a knowledge article, select Make rating of knowledge articles required.

6. To set the default use of the knowledge article in resolving an incident, select the required option from the Default use of knowledge articles field.
   When you open the Global Search page on the Incident form and access a knowledge article, the option you select in this field is selected on the knowledge article page by default.
   If you select Copy article text, the article text is copied to the Resolution field. However, if you select Copy article link, the link to the knowledge article is copied to the Resolution field.

   Note

   To create a link of the knowledge article that can be accessed by Self Service users also, enter the Self Service URL in the Site URL of Self Service field that is available on the Self Service Settings page.

7. To enable searching the knowledge articles of Salesforce, select Search Salesforce knowledge articles.
   To search Salesforce knowledge articles, you must have Salesforce Knowledge license and users must have Salesforce Knowledge feature license. To give access to a user to Salesforce Knowledge:
   1. On the Home page, click the Manage Users tile and from the menu select Users.
   2. In the Action column, click Edit next to the name of the user.
   3. Select the Knowledge User check box.

8. (Optional) If you are using Salesforce Knowledge in multiple languages and you have more than one active language, you must set the SF Knowledge Multi Language property to TRUE. Note that Salesforce Knowledge is an additional cost and can be purchased directly from Salesforce.

    To set the SF Knowledge Multi Language property:

   1. Click the Remedyforce Administration tab.
   2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
   3. In the Action column, click Manage next to Remedyforce Settings.
   4. In the Action column, click Edit next to SF Knowledge Multi Language.
   5. In the value field, enter TRUE.
9. To get the article types that are available in your Salesforce organization, click Refresh Article Types.
   The article types available in your Salesforce Knowledge are displayed. Getting the article types from Salesforce helps BMC Remedyforce to create hyperlinks to these articles when such articles appear in a search result. You must click Refresh Article Types every time a new article type is added in your Salesforce organization.

10. To enable searching the knowledge articles of RightAnswers, select Search RightAnswers knowledge articles.
    This check box is displayed if RightAnswers is installed on the same Salesforce organization where BMC Remedyforce is installed.

    Note

    RightAnswers knowledge articles are not searched when you search from the Incident form using the icon. However, in the Salesforce page layout, RightAnswers knowledge articles are searched when you use the Knowledge Search button.

11. To view RightAnswers knowledge articles in BMC Remedyforce, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
    3. In the Action column beside Remedyforce Settings, click Manage.
    4. In the Action column beside RightAnswers URL, click Edit.
    5. In the Value field, enter https://<your organization instance>.salesforce.com/apex/RAInlineSearchRF.
       The instance of your organization is provided in your Salesforce organization URL after https://, for example, na14.
    6. Click Save.
12. To search the lookup fields available on the selected data sources, select Search lookup fields of the selected data sources.
    For example, if you are searching for "Hardware" and you have a category "Hardware", the incidents with category "Hardware" are displayed in the search result.

13. To add a new data source on which you want to search when you use Global Search, click .

    Note

    When users mouse over the User Details icon () next to the Client ID field in incident and task records on the Remedyforce Console, Incident Console, and Task Console tabs, the User Details pop-up window is displayed. To display details about a client in the User Details pop-up window, you must add User in the Data Source column and the required fields in the Data Fields column. For more information, see Customizing details displayed in the User Details pop-up window.

    The icon is also displayed next to the Primary Client and Supported By fields in the Instance Editor on the Remedyforce CMDB tab.

14. From the Data Source list, select the required data source.
15. For the data source that you have added, select the data field that displays the results of the search.

16. To add all the required data sources and data fields, repeat step 13 through step 15.
    For example, you can select Chatter in the Data Source column and its fields, ChatterComment or ChatterPost in the Data Field column to enable searching chatter posts or comments when you use search.

    Note

    The Chatter object is displayed in the Data Source column only if Chatter is enabled in your Salesforce organization.

17. (Optional) To remove a data source that you no longer want to search when you use Global Search, select the data source and click .
    BMC recommends that you do not remove the records listed in the following table:

    Data Source	Data Field
    User	Account ID
    Contact	Account ID
    Lead	Company

18. Click Save.

Searching documents in your organization

You can use Global Search to search for documents that are uploaded to the Documents tab of your Salesforce.com organization. In the Global Search window, the Documents tab displays the documents that match your search criteria. You cannot configure the data fields that are displayed on the Documents tab. By default, the Name, Type, Last Modified, and Size data fields are displayed on this tab.

Related topics

Searching the knowledge base

Customizing details displayed in the User Details pop-up window