Configuring service request query exclusions

You can configure the Request Entry console to ignore frequently used words such as and, the, where. The console can also be configured to exclude specific words from the search. 

Query exclusions are applied based on an exact match by locale. By default, BMC Service Request Management installs a list of U.S. English words (en_US locale) to exclude. You can also create a localized exclusion list.

If full text search (FTS) is enabled, the Request Entry console will use the FTS Ignore Words list to exclude words from end user searches. If FTS is not enabled, the Request Entry Console will use the BMC Service Request Management Exclusion List to exclude words.

For more information about configuring the FTS Ignore Words, see  Configuring the Ignore Words List for FTS indexing .

To configure service request query exclusions

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Service Request Management > Request Entry Management > Service Request Search Exclusion String, and click Open.
3. To modify the list of terms to exclude, perform the following actions from the Service Request Query Exclusions form:
   1. Click Search.
   2. Select a record and modify the list as required.
   3. Make sure the list begins and ends with a semicolon.
   4. Click Save.
4. To create a localized exclusion list, follow these steps:
   1. Specify the status.
   2. Specify the locale (for example, fr_FR).
   3. Add the words to exclude (for example, mais, parce que, or Pérégrin ).
   4. Make sure the list begins and ends with a semicolon.
   5. Click Save.