This documentation supports the 1.3 version of Remedy with Smart IT.

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

Searching for tickets, assets, resources, and people in Smart IT

This topic describes the BMC Remedy with Smart IT search function and points you to information about how to optimize the function for your environment.

Notes

  • Full text search must be enabled and configured to use this feature in Smart IT.
  • On mobile clients, the search function discussed in this topic is available from the main menu. In the universal client, the search function appears under your login name.

The following information is provided:

Search overview

The Smart IT Search function scans your BMC Remedy ITSM environment for records that contain a match for the word or phrase that you type in the Search field at the top of the screen. You can also augment your search by including special characters and boolean expressions.

The Search function searches for matches to your query across the following record types:

  • Incident tickets
  • Work orders
  • Change requests (1.1.00 and later versions)
  • Problem investigations (1.3.00 and later versions)
  • Known errors (1.3.00 and later versions)
  • Tasks
  • Service requests
  • Knowledge articles
  • People records
  • Asset Management CIs

Note

The search results include only information that you have permission to access.

Retired articles will not be listed under Recommended Knowledge, or under suggested knowledge articles while creating a new knowledge article. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option.

Using special characters and boolean expressions

You can include special characters and boolean expressions in your search, as explained in the following tables.

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

Note: 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.

%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

Note

AND, OR, and NOT operators are applicable only when searching for Tickets and Knowledge articles.  

Filtering the Smart IT search results 

The Search function displays the search results in a list that is grouped by record type: tickets, knowledge resources, and so on. You can also apply filters to the list to help narrow the results and more quickly identify what you are looking for. 

To understand how the filtering works, consider the following scenario:

  1. To accomplish an assigned task, Ian Plyment, a help desk specialist, needs to look at all of the incident records that were created for Allen Allbrook in the past week, and that are still open.
  2. In the Search field, Ian types Allen, then presses the Enter key or taps Search.
    The Search field is located at the top right of the universal client UI, or from the main menu on mobile clients.
  3. The Search returns 520 records that match "Allen" (511 tickets, 1 asset record, 1 people record, and 7 knowledge resources). 

    Note

    Because there is a large number of tickets and knowledge resources found by the search, the search results list displays only 4 of the tickets and only 4 of the knowledge resources. Ian can, however, view all of the tickets or knowledge resources by choosing View All.  The number of records displayed on-screen when the search returns a large number of results is controlled by the application.

  4. To narrow the list of tickets, Ian needs to filter the list. To filter the list:

    1. He clicks or taps the Filter icon at the top of the list, then clicks or taps Record Type and selects Incident. If Ian were working from a tablet, he would then tap Back to go back to the Filter list.

    2. Ian clicks Filters again to further narrow the results list by showing Created Date and then selecting Past Week from the menu. 

    3. Finally, because he only wants to see incident tickets belonging to Calbro Services, he applies the Company filter. After clicking Filters, he selects Company, and uses the search field to locate the correct company. 

      Note

      If necessary, Ian can apply more than one filter of a specific type. For example, if Ian wanted to see all of Allen's Incident and Work Order tickets that were created in the last week, Ian could add a second Record Type filter to include Work Order tickets. Alternatively, if Ian needs to remove one of the filters, he can click the X in the filter tag. To remove all of the filters, Ian would click or tap Clear All

      As Ian adds a filter to the search results lists, the system also adds tags beside the filter Icon, so that Ian can see which filters he has applied. This combination of filters (Create Date, Record Type, and Company) reduces the search results list from 511 tickets to 23.

  5. With this much more manageable list of tickets, Ian is able to quickly review the remaining records to accomplish his assigned task.

How administrators configure this feature

The Smart IT Search function uses the BMC Remedy AR System Full Text search and Multi Form search capabilities to search the BMC Remedy ITSM applications and components. The Search feature also uses the search capabilities of BMC Knowledge Management to look for knowledge resources.

As an administrator, you can configure the Search function in BMC Remedy AR System and in BMC Knowledge Management to work optimally with your installation.

Note

To perform configurations for BMC Knowledge Management, you need Knowledge Config permissions.

Related topics

 

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