Search in BMC Helix Digital Workplace

As the BMC Digital Workplace administrator, you must understand how search works to assist your business users.

Search types

End users can use the search feature from the following areas of the BMC Digital Workplace end user console:

Global search
Search in the Active and Past events sections (Version 20.02.03 and later)
Search from the Social section

Global search

The Global search panel is available on the following pages:

Catalog page
My Activity page
(Optional) Custom page—The Global search component can be added to a custom page.
For more details about this feature, see Building-a-custom-page-for-end-users.

The Global search panel looks like this:

End users can search for the following records:

Types of records	Records
BMC Digital Workplace records	User profiles How-to links Assets Location Appointments
Catalog items	Articles and solutions from BMC HR Case Management Knowledge articles and SRDs from Remedy ITSM (Service Request Management) Quick links from BMC Service Request Management Offerings from BMC Cloud Lifecycle Management Services and bundles from the enhanced catalog
Orders	Submitted requests through Remedy ITSM (Service Request Management) Submitted requests through BMC HR Case Management Submitted requests through BMC Digital Workplace Catalog
Approval requests	Approval requests from BMC Remedy IT Service Management Approval requests from BMC HR Case Management Approval requests from BMC Digital Workplace Catalog

Search in the Active and Past events sections (Version 20.02.03 and later)

The following table describes filtering options for Active and Past events:

Event type	Filtering option				View type
Event type	By text	By type	By status	By date	List	Card
Active	✅️	Requests Approvals Appointments	Pending Waiting Approval In Progress (Shows service requests in the In Progress and Initiated statuses) More Information On Hold Approved Rejected Completed Closed Cancelled Failed If at least one service request in an order is an Active event while others are Past events, this order is displayed in Active events.	Today Last 7 days Custom date range	✅️	✅️
Past	✅️	Requests Approvals Appointments	Approved Rejected Completed Closed Cancelled Failed	Today Last 7 days Custom date range	✅️	❌️

To disable the On Hold status, clear the appropriate check box in approval settings; see Enabling-users-to-put-approvals-on-hold. To disable the More information status, clear all the check boxes for approval types; see Enabling-approvals.

Important

To filter appointments by date, you must know the date of their creation. For example, on April 3, Sam creates an appointment for April 7. He clicks the Filter by date icon > Custom date range > On > April 3. Sam sees the appointment for April 7. If Sam selects April 7, he will not see the appointment for April 7.

Search from the Social section

You can search for the following records in the Social section on the user preferences page:

Users
User groups

Locations
Assets

The following image shows the Social section on the user preferences page:

How search results are displayed

Search results are displayed to end users according to the following principles:

End users see search results on tabs shown in the following image. The Top Hits tab displays the result highlights. To see the results pertaining to the particular category, end users can click on each tab.
You can limit the number of results per tab and also disable the parallel search of requests and approvals. See Configuring-search-results.
In summary sections, end users can see the top three results for a category. To see all results in the category, an end user can click See more. The following screenshot shows the summary section for the Users category:

A BMC Digital Workplace administrator can configure the list of tabs by enabling or disabling corresponding features. The BMC Digital Workplace administrator can disable the Approvals, Appointments, Locations, Assets, and Users tabs. The BMC Digital Workplace administrator cannot disable the Top Hits, Catalog items, Articles, Requests tabs. To configure end user features in the BMC Digital Workplace Admin console, see Enabling end user features.
Important
To disable the Assets tab, the BMC Digital Workplace administrator must disable the Locations feature in the BMC Digital Workplace Admin console.
Search results are sorted based on their relevance to the search query—from the most relevant on top, down to the least relevant. Results that have the same relevance are sorted alphabetically.
If no search results are found, the application displays "No results found," and the filter menu is hidden.
For SRDs from Remedy Service Request Management, search results are displayed in the following order:
- SRDs that are marked as popular by the administrator in Remedy Service Request Management are displayed at the top.
- SRDs that are requested more times than other SRDs are displayed after the popular SRDs.
- All SRDs that follow are displayed alphabetically by the SRD title.

If the search does not work as expected, you can view the logs to troubleshoot. For more information, see Configuring-logs.

How search works with the computer screen reader program

Visually impaired end users might find it easier to search for services in the Global search panel than to browse the catalog. They can use Tab and arrow keys to navigate the screen, and press Enter to make selections.