This documentation supports the 18.08 version of Remedy with Smart IT.

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

Configuring knowledge article search

Service agents can explicitly search for knowledge articles. When service agents use Smart Recorder to create tickets, Smart Recorder searches for matching knowledge articles.  As an administrator, you can configure knowledge article search.


Related topics

How the Smart Recorder search works

Searching for duplicate knowledge articles

Configuring knowledge application settings

Knowledge article search parameters

ParameterDescriptionValue
Words Around HitsHow search results are displayed
  • None — Displays only the article title. Default value.
  • Excerpts — Displays the words that surround the first few instances of search terms. This enables users to easily recognize whether the document is relevant to their search.
  • Words around hits — Displays the article title as well as a few words that precede and follow the search term. This enables users to easily recognize whether the document is relevant to their search.
Boost Use RelevancyIncreases relevance when users click Use on an article

The default value is 0.000010. For more information, see Boosting document relevance

Boost View RelevancyIncreases relevance when users click View on an article.The default value is 0.000001

To configure knowledge article search

  1. From the Mid Tier, open the Application Administration Console, and select the Custom Configuration tab.
  2. From the Application Settings list, select Knowledge Management > Knowledge Management Configuration > Application Configuration, and then click Open.
  3. In the Company field, enter the company that you are configuring, and click Search.
    The Application Configuration page displays configuration settings if any exist, or notifies you that you must begin to enter configuration settings.
  4. Review and update the configuration settings.


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