Customizing the Keywords filter in Shared Ticket Console

To specify the columns for applying the Keywords filter

1. In BMC Helix Innovation Studio, on the Workspace page, click Applications, and then click ITSM Application.
2. On the Records tab, click ITSM Tickets CRD.
   The column names of Shared Ticket Console are displayed under the Field Name column.
3. Note the field IDs of the columns on which you want to apply the Keywords filter. Make sure that the columns are of Text data type.
4. Open Shared Ticket Console.
5. Click More, and then click Innovation Studio Configuration.
6. In the left pane, click Common Configurations, and then click General.
7. On the General page, expand IT ticket console configuration.
8. In the Ticket console CRD fields ids for keywords filter field, specify the field IDs you noted in Step 3.
   To specify multiple field IDs, use a comma (,) as the separator between the field IDs.
   
   
9. Click Save.

To define implicit or explicit usage of the percent (%) wildcard in the Keywords filter

1. Open Shared Ticket Console.
2. Click More, and then click Innovation Studio Configuration.
3. In the left pane, click Common Configurations, and then click General.
4. On the General page, expand IT ticket console configuration.
5. Set Add implicit wildcard (%) to keywords filter to any of the following options:

• 
  
  • Turn On (): To automatically enclose a keyword within the percent (%) wildcard when a user specifies the keyword. For example, %<keyword>%.
    By default, Add implicit wildcard (%) to Keywords filter is turned On. 

• • Turn Off (): To allow the users to manually type the percent (%) wildcard in the format they want with the keyword. For example, %<keyword>%, %<keyword>, and <keyword>%.
    
    

       6. Click Save.