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.

Setting search configuration parameters for Smart IT

As an administrator, use the Server Group Configuration form of the Remedy Management Console to view and set search configuration parameters. The configuration parameters are available in the centralized configuration.


Related topics

Managing AR Server Group components by setting global-level and local-level configurations

Configuring search

How the Smart Recorder search works

To set search configuration parameters

  1. In a browser, enter the following URL address:
    https://<midTierServerInstallDir>/arsys/
  2. Log in to Mid Tier.
  3. Select  Remedy Management Console > AR System Server Group Console > Server Group Configuration.
    The Server Group Configuration page is displayed.
  4. In the Work On Component Type field, select com.bmc.arsys.smartit.
  5. In the For These Components field, select an option to display component on the screen.

  6. In the Showing These Settings field, select an option to display settings on the screen.

  7. Click Load Settings.
    The Global Settings and Local Settings tables are populated with settings and values.

  8. Review and set the configuration parameters described in the following sections.

Search configuration parameters

You can set the configuration parameters that control different searches in Smart IT.

Number of assets displayed in search results

You can configure the number of assets that are displayed in the search result when the service desk agents search for assets on the Smart Recorder. To do so, configure the following parameter:

Parameter assetSearchQueryLimit
Parameter value

Minimum - 4

Maximum - 20

Description By default, 4 assets are displayed. If you specify a number greater than 20 or smaller than 4, then the system defaults to 4 assets. If there are fewer than 4 results, then only the valid available results are displayed.

Number of CIs displayed in search results on a change request

You can set the following parameter to configure the number of CIs that are displayed in the search results when service desk agents search for a CI to relate to a change request.

Parameter maxAllowedCiSearch
Parameter value

Default - 0

Description If you don't change the default value of 0, the search is not limited. For performance reasons, you can set a value to limit the number of CIs displayed in the search results.

Wildcard use in global search

You can configure the global search to skip the use of wildcard % at the beginning of the search value by configuring the following parameter:

Parameter skipWildcardInGlobalSearch
Parameter value

Default - True

Description

If the parameter is set to true, the wildcard search by adding % at the beginning of the search value is not supported. If you enter % at the beginning of the search value, the system automatically removes the % and displays the search result according to the value that you entered. Skipping wildcard searches avoids generating long-running searches, reduces the time required to display the search result, and provides good user experience. For example, if you enter %mail, the system automatically removes % and displays the result for the keyword mail.

If you set the parameter to false, the system displays the search result with the % wildcard. For example, you enter %mail in the search box. The system displays the search result with any text that has the text mail in it, such as email and gmail.

Note that regardless of this setting, you can add wildcard in the middle or end of the search keyword. For example, if you enter Email ser% is down, the system displays results that have words such as server, service, and so on. If you enter Email %vice is down in the search box, the system displays results that have words such as service, device, and so on.

Search based on first name and last name

You can configure the following parameter to search for people by entering the name in the sequence lastname firstname, along with entering the name in the sequence firstname lastname.

Parameter reversefirstNameLastName
Parameter value

Default - False

Description

By default, the value is set as  False. You can change it to True if you want to search with lastname firstname. If the value is set to True, the search includes an additional clause in the query to search by lastname firstname along with the firstname lastname.

Smart Recorder search by company

You can set the following parameter to enable the service desk agents to search for assets and people on the basis of the #company accelerator when creating tickets in Smart Recorder.

Parameter smartRecorderSearchByCompany
Parameter value

Default - False

Description

If this parameter is set to True, when creating tickets in Smart Recorder, service desk agents can search for assets and people based on the #company accelerator. If the service desk agent has access to only one company, then only records for that company will be displayed for selection.

If this parameter is set to False, when service desk agents create tickets in Smart Recorder, people and assets are searched in the context of the company to which the logged in service desk agent has access.

Typeahead length for search

You can set the following parameter to specify how many characters a service desk agent must enter before Smart IT starts searching for information.

Parameter CustomizationTypeaheadLength
Parameter value

Default - 3

Description
Based on this parameter value, Smart IT starts searching for information. For example, if the default value is not changed on Smart Recorder, after a service desk agents types 3 characters, Smart IT starts searching for information.

Additional configuration parameters available in the global settings ( * ) of the com.bmc.arsys.smartit component

Configuration parametersDefault value

Description

templateSearchBy
AuthoringGroup
falseIf you set this parameter to true, service agents can select the appropriate template quickly from the filtered list of templates that belong to their support groups.
useLeadingSearchForAssettrueThis configuration parameter is used to determine whether a wildcard(%) is to be appended to asset search text.
UseLeadingSearchForpersontrueThis configuration parameter is used to determine whether a wildcard(%) is to be appended to people search text.
affectedCISearch
ByAssetPeopleRelation
false

Assets and services that are affected due to the reported incident or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident.

For example, Asset1 and Business service1 belong to Company A and Asset2 and Business service2 belong to Company B.

Now, if the affectedCISearchByAssetPeopleRelation property is set to False, when a user creates or edits an incident where the user is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1.

If the affectedCISearchByAssetPeopleRelation property is set to True, when a user creates or edits an incident where the user is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1 and Business service2.

For more information, see Enabling affected assets and affected services for incident .

Was this page helpful? Yes No Submitting... Thank you

Comments