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.

Enabling and configuring Full Text Search for Smart IT

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

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

Before you begin

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

To enable FTS

FTS is installed by default with the Remedy AR System server. FTS search across multiple forms is required for Smart IT, but is enabled by default. To enable FTS, perform the following tasks:

1Configure the Remedy AR System server for FTS

Configuring full text search

2Index fields for FTS.

Indexing fields for FTS

FTS configuration options

Many configuration options are available for FTS. The following table lists a subset of these options. For information about how to set these options and for other options, see the reference links.

Full Text Search ThresholdThe maximum number of search results returned from the search engine. The default value is 10,000. To limit the number of search results (because of constraints on the computer where the search engine is running), reduce the threshold.

FTS tab configuration options

Complex Search ThresholdDuring the processing of search results, the server combines results from subqueries to arrive at the final result set. If the number of rows created during processing exceeds this value, the server returns an error message indicating that the search is too complex. The default value is 1,000,000.

FTS tab configuration options

Server ConfigurationSelect whether the server is part of a server group, and its role in the server group. Additional options are available, for example to set the port and maximum JVM memory.

FTS Configuration form

FTS search is performed only in those forms that are requested, for example, HPD:Help Desk, RKM:HowTo and Smart IT sends a list of forms that are relevant. In case of multiple forms, FTS does not differentiate between forms for relevance.

Relevance and sorting depend on the Lucene algorithm of TF-IDF (Term frequency – Inverse Document Frequency). This means, it pushes those entries where the term frequency is high or where the term matches more number of times in the record. It also pushes those entries where the number of matches out of the total documents is less.

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