How the Smart Recorder search works

When using the Smart Recorder to create a record, it displays related knowledge articles, tickets, and templates. This topic provides details about how the search decides which records to display based on their relevancy. Smart Recorder search does not support Rich Text Format (RTF) text entry. If you are using Firefox and in the Smart Recorder, after selecting a user, if you cannot clear the selected user by using the Backspace key, click on the selected user and then click Backspace.

The following video (3:12) illustrates how Smart Recorder search works. Although the video was recorded in Smart IT version 19.08, it applies to other versions of Smart IT.

 https://youtu.be/3IrHkbxARVw

Tickets and knowledge search

Remedy with Smart IT uses Remedy AR Server's Apache Lucene based Full Text Search (FTS) engine. FTS has a Relevancy Ranking algorithm which considers the Search text typed in by the user and the FTS indexes fields for Ticket and Knowledge forms. The relevancy ranking algorithm assigns a score to every record searched and the search results are ordered by decreasing score value.

How the scoring works

The score, and therefore the relevance of a ticket or knowledge is calculated by considering the following.  All the following factors are considered while deciding the score and position of the search result. The scoring is done for every field of the Ticket or Knowledge using these factors and the relevancy score at field level is aggregated for a final score for every Ticket or Knowledge.

• The frequency of search terms across tickets or knowledge records - For example, if the word email is included in 8000 of 10000 tickets or knowledge records, but the word configuration is in a much smaller number of tickets or knowledge records, then the term configuration is considered more relevant than the term email
• The number of times a search term appears in a ticket or knowledge - For example, if the word email appears five times in one of the fields say Summary, that ticket or knowledge is considered more relevant than another ticket or knowledge that might only contain the term email once.
• The length of the text - For example, if a search term is found in a ticket or knowledge that contains a short amount of text, that ticket/knowledge is considered more relevant than a ticket/knowledge with a larger amount of text.

Configuration to influence the relevancy ranking

You can use some additional configuration within Remedy Knowledge Management and Remedy AR System:

• Relevancy Weights for certain fields - For example, searches against Title, Keywords or Environment fields can be ranked higher than rest of the fields.
• Knowledge Use or View Boost factors - Knowledge articles which are viewed or related frequently can be ranked higher than rest of the articles.

Template search

For template matching, the following searches are performed:

• Full Text Search on Incident Templates—By default, restricted to those templates where agent has access to the Authoring Company defined against them. There is a configuration in Smart IT Database (Business_Schema) to consider only those templates where the authoring support groups defined against the templates matches the support groups Agent is part of
• Full Text Search on Work Order Template
• Full Text Search on SRDs —Restricted to those SRDs where Customer has required Entitlement defined against those SRDs

The Full Text matching is done using the Relevancy Ranking algorithm explained in earlier section. The ranking rules remain the same.

The final result is ordered as follows

• Incident templates matched in descending order of score (maximum of 20)
• SRDs matched in descending order of score (maximum of 100)
• Work order templates matched in descending order of score (maximum of 20)

Outage search

FTS search is performed on Outages based on CI Name or Outage (Unavailability) Description and restricted to the Company of the Customer (maximum of top 20).

Company-specific search for assets and people

As a service desk agent, when capturing details in Smart Recorder, you can refine the search for asset and people (customer, contact, and the people mentioned) on the ticket by specifying the company to which the asset and people belong. If there are multiple companies, specifying the company name helps to refine the search and display the exact result. To do so, you must first enter the Hash symbol (#) followed by the company name, and then enter the At symbol (@) followed by the asset or person name. For example, #Calbro @Allen @A01Printer fix the issue urgently. In this example, both Allen and A01Printer belong to Calbro. 

To enable you to search for assets and people on the basis of the #company accelerator, the administrator must set the value of the smartRecorderSearchByCompany property to true in the Centralized Configuration. The modification is reflected after 30 minutes, or you can restart Smart IT to get the modification. For more details, see Centralized configuration.

Additional scenarios

• Asset search is based on the company immediately preceding the asset name. For example, #Calbro @A01Printer.

• If you do not specify a company immediately preceding the asset name, then the asset search is based on the customer company. For example, #Calbro @User1 @User2 @Printer 1 #Petramco @User3 @Printer2. Here, 

• The #Company accelerator sets context for the users (customer, contact and @mention), and asset that is specified immediately after the #Company accelerator. For example, #Calbro @Printer1 @User1. Here, both the Printer1 and User1 are searched on the basis of the company accelerator #Calbro. Note that the #company accelerator does not set context for the entire string that is added after it. 
• If you do not add the #company accelerator, the user and asset is searched in context of the company to which the logged in service desk agent has access. For example, on the Smart Recorder Mary types @Allen @Printer1 issues must be fixed urgently. Mary is a service desk agent and has access to Calbro and Patramco. On the Smart Recorder when she searches for @Allen and @Printer1, the system searches for the users and assets of Calbro and Petramco.
• You can enter multiple #Company accelerators. Here, one #Company mention sets context for all the following @references, until the next #Company accelerator is used. For example, My request is for #Calbro @Allen @Asset1 who wants to help #Petramco @Maria to fix her @Asset2. You can use this !Template2 and !SRD_2. Here,

If you insert an accelerator before #Petramco, then context is #Calbro, if you insert an accelerator after #Petramco, then the context is #Petramco.

• In the above example, if you remove #Calbro then all the following @ accelerators have the context of the next company, in this case #Petramco (same applies to editing of selected entries customer/client/srd/template).
• If you enter two users for the first #company, the first user is the contact and the second user is the customer. If you now change the selected roles from contact to customer and vice-a-versa, the contexts does not change. Nothing changes except the role of the user.

• Consider an example, #Calbro @User1 @Printer1 #Petramco @User2 #Calbro @User3 @Asset1. In this case, the Asset1 is searched from the customer company i.e Petramco. Here,

  Accelerator	#Calbro	@User1	@Printer1	#Petramco	@User2	#Calbro	@User3	@Asset1
  Description	Company1	Added as Customer User of company 1	The Printer1 is searched on the basis of Company 1. This asset is set as the Related asset.	Company 2	Added as Customer User of company 2	Company1	Added as Mentioned User of company 1	The Asset1 is searched on the basis of customer company, in this case, company 2 This asset is set as the Affected asset.

• When you manually set the customer as contact and contact as customer, the asset search is based on the customer company. For example, in Smart Recorder you enter  #Calbro@ User1 @Printer1 #Petramco @User2 @Asset1. In this case, the system sets User1 as the contact and User2 as customer, and the Asset1 is searched on the basis of the customer company in this case, Petramco. When you manually set User1 as customer and User2 as conatct, the @Asset1 is searched from the customer company in this case, Calbro. If you remove the #Company accelerator after selecting people or asset, the selection you have made does not change. For example, when you enter #Calbro @User1 @Asset1 and then remove #Calbro and once again search for asset and user, the system searches from Calbro.

• The #Company is a helper text, and it will not be copied to ticket title and description.