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Configuring search settings for Self Service


Note

If you have installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you have upgraded to BMC Remedyforce Winter 17, you continue to get Self Service 2.0 in the Remedyforce Self Service tab along with the option to upgrade to Self Service 3.0. 

On the Remedyforce Administration > Configure Self Service > Search page, you can configure the knowledge repositories that you want clients to search.

The following table describes the settings available on the page.

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Purging data for the Self Service Search History object

Perform the following steps to free up the Self Service Search History object storage space or to clear up data older than a year:

  1. Export the object data to your system by using the data loader. 
    For more information about exporting object data, see Export Data.

  2. Use the following query to export the object data.
    Select Id, OwnerId, IsDeleted, Name, CreatedDate, CreatedById, LastModifiedDate, LastModifiedById, SystemModstamp, BMCServiceDesk__Articles__c, BMCServiceDesk__Broadcasts__c, BMCServiceDesk__CommonTicket__c, BMCServiceDesk__FKUser__c, BMCServiceDesk__SalesforceArticles__c, BMCServiceDesk__Search_Group__c, BMCServiceDesk__SearchedText__c, BMCServiceDesk__ServiceRequests__c, BMCServiceDesk__Source__c FROM BMCServiceDesk__SelfServiceSearchHistory__c WHERE CreatedDate < LAST_N_YEARS:1For more information about date literals, see Date Formats and Date Literals.

  3. After the export is complete, use the exported .csv file to delete the old Self Service Search History object data. 
    For more information about deleting data, see Perform Mass Deletes.


Related topic

Enabling-Salesforce-knowledge-articles-to-be-viewed-in-Self-Service

Tracking-Self-Service-search-history-through-reports-and-dashboards