This documentation supports the 21.3 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

Troubleshooting issues with Full Text Search

This topic will help you identify if there are issues with Full Text Search (FTS).

Symptom

The search results are not displayed.

Scope

The articles are not listed.

Resolution

  1. Log in as an AR System Administrator or Knowledge Administrator in BMC AR System.
  2. On the IT Home page, enter the MFS:MultiFormSearch form name in the following URL:
    http://<hostName>/arsys/forms/<serverName>/MFS:MultiFormSearch where the hostName is the name of the web server, and the serverName is the name of the AR System server.
    In a server group environment, perform these steps on each server.
  3. Click the Advanced Search.
  4. In Forms to search, select Selected Forms.
  5. From the Form Name menu, add the following forms:
    MFS Form.PNG

  6. Add % in the All of these words field and click Search.
    MFS 1 Form.PNG

    The following list of articles is displayed.
    results.png

    Important

    If you do not see any results, FTS is not indexing correctly. For more information, seeTroubleshooting Full Text Search.

Symptoms

The search results are not displayed.

Scope

The articles are listed and are available.

Resolution

We recommend that you contact BMC Customer Support.

 

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