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 gives you the flexibility to use both the capabilities.

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

Summary
Description
Dynamic data (Only cases)
Attachments
Social activities

Overview video

The following video (1:28) provides an overview of BMC HelixGPT-powered Global Search:

https://youtu.be/tdsPL2AgGbk

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. You can open the tabs to view the list of items displayed and select an item to view the details. You can view a maximum of 50 search results.

You can view the search results in a list or card layout view. The default view is the list view. You can toggle between a list or card layout view from the toggle buttons available on the search result screen. When you click the card, a preview appears as a blade.

The following image shows search results and preview in a list view with the toggle button:

The following image shows the search results in a card layout view:

The following image shows search results and preview in a card layout with color badge for Priority field:

As a case business analyst, you can customize the search view for color badges displayed in the Priority field.

To customize the search view for the Priority field

In BMC Helix Business Workflows, click Settings .
Select Application Configuration > UI Configurations.
In the Intent metadata, change the color for the priority label and click Save.

The following image shows the color customization available for the Priority field:

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

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.

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