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This documentation supports the 25.1 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Searching for content in cases and tasks from Global Search

From Global Search, you can find information across cases, tasks, knowledge articles, attached documents, case and task templates, and people. You can filter the search results based on created and modified dates.

If BMC HelixGPT is enabled for your organization, a case business analyst can enable HelixGPT chat for Global Search. Along with searching for information by typing in keywords, you can use the Chat option to ask queries. BMC HelixGPT searches for requested information across all artifacts in BMC Helix Business Workflows, and provides a summarized answer to the question from the relevant knowledge articles. Switching between the Chat and Search options allows you the flexibility to use both the capabilities. 

From the Global Search, users can search for terms in cases and tasks in the following case details:

  • Summary
  • Description
  • Dynamic data (Only cases)
  • Attachments
  • Social activities

Related topics

Enabling-BMC-HelixGPT-for-Global-Search


Search view

By default, when you search for a term, the search shows results that are found in the Summary and Description fields of cases and tasks. However, an administrator must manually enable the search on dynamic data, attachments, and social activities. 

The Search view shows different tabs for the categories with the number of items found for each category. Open the tabs to view the list of items that are displayed, and select an item to view the details. 

23304_GlobalSearch.png

When you search for a term, a search is performed only on the following types of records:

  • String and list type of data
  • Case and task attachments
  • Case and task social activities

(23.3.04 and later) HelixGPT chat for Global Search

If the case business analyst for your line of business has enabled Chat as the default option, the Chat view is displayed when you click the Search icon in the top menu bar. 

You can complete the following actions in Global Search: 

  • Ask up to 10 questions about cases and knowledge articles in the Chat option. The counter is reset after 10 questions and you must restart the questions.
  • Get summarized answers from relevant cases and knowledge articles.
  • Click the hyperlink of the source knowledge article to view it.
  • Use the thumbs-up and thumbs-down icons to rate the relevance of the response.
  • Toggle between the Chat and Search options.

23304_GlobalSearchChat.png

Limitations

Search is not performed on the following records:

  • Confidential dynamic data, such as passport number
  • Date type data, such as passport validity date
  • Attachments in dynamic data

Troubleshooting

No search results are displayed from dynamic data, attachments, or social activities if the search is not enabled on those entities. To enable search on those entities, contact your administrator.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*