Enabling Global search to remove HTML tags from search results

When BMC Helix ITSM users perform a Global search for any ticket, the default behavior includes HTML tags in the search results. When you enable rich text, you must perform the following steps to remove HTML tags from the search results. Removing HTML tags is essential only for those fields which are indexed for search such as Detailed description. 

When you do not remove HTML tags from forms whose fields are indexed for search, the HTML tags end up in the indexed content. When you run a search, and when the search draws text from the indexed content, it may contain HTML tags. 

Related topics

Adding-rich-text-fields-in-Progressive-Web-Application-screens

Enabling-rich-text-fields-on-PWA-screens-by-running-a-utility

To update Global search to remove HTML tags from search results

  1. Open Developer Studio.

  2. Open the following forms in Progressive View, and in the Properties tab, set the Database > Strip Tags for FTS property to True.

    Form name

    Field ID

    Field Name

    HPD:Help Desk

    1000000151

    Detailed description

    WOI:WorkOrder

    1000000151

    Detailed description

    CHG:Infrastructure Change

    1000000151

    Detailed description

    You can set the Database > Strip Tags for FTS fields to True for any field where rich text is enabled and you want the HTML tags to be removed from those fields.

  3. Flush the cache in Mid Tier.
    1. Open the Cache Settings page in the MidTier - Configuration Tool.
      http://<MidtierHostName>:PortNumber>/arsys/shared/config/config_cache.jsp
    2. Click Flush Cache.
      A message dialog opens asking for confirmation.
    3. Click OK.
  4. Reindex the form in the server group console.

Validate the changes

  1. Log into Smart IT.
  2. Create a new ticket  and add text with HTML tags or add formatting to the text using the text editing tools.
  3. Save the ticket.
  4. Copy the display ID of the ticket and add it to the Global search field and click Search.
  5. The search results should display the ticket contents without HTML tags.

 

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