Skip to Content

Configuring accent-insensitive search

 

BMC Helix ITSM supports accent‑insensitive searching through Full Text Search (FTS) and Multi‑Format Search (MFS) indexing with character normalization.

Accent normalization will help you find matching records even when search terms include accented characters.

For example, if you want an accent-insensitive search on the Customer name field of the incident screen (HPD:Help Desk form), you must configure an accent-insensitive search for the Full Name field of the CTM:People form because data in the Customer name field is fetched from the Full Name field of the CTM:People form.

Warning

Important
Enabling accent normalization is not field‑specific. The settings apply globally to all FTS/MFS‑indexed fields.

Points to remember

  • Search results are routed through FTS behavior that use word search and phrase search when accent normalization is enabled.
  • Search results may differ from database-indexed searches.
  • If the field has a database index OOTB to address performance issues, adding FTS/MFS index may cause BMC Helix ITSM to switch from DB index to FTS index.

  • If DB indexing is required for performance, test in a lower environment with the same data to see if adding the FTS index with accent‑insensitivity negatively affects performance.

Related topics

Differences in behavior of applications when using PostgreSQL and other databases

Error

Excerpt named Troubleshooting FTS indexing issues was not found in document xwiki:Service-Management.IT-Service-Management.BMC-Helix-ITSM.itsm261._inclusionsLibrary_itsm._itsm_BRID_RSSO_non-remedy_Links_Library.WebHome.

To configure accent-insensitive search

  1. On the AR System Configuration Generic UI form, set the following CCS parameters in the com.bmc.arsys.server > platform-fts-0.platform-fts component:

    • Set the Full-Text-Accent-Chars-Ascii-Convert CCS parameter to T.

      Warning
      Important

      This setting affects every field that uses FTS/MFS indexing across all forms.

    • Set the Full-Text-Search-Threshold CCS parameter between 2000 to 10000.
      For more information, see Configuration settings E-M.
  2. On the AR System Configuration Generic UI form, set the following parameter in the com.bmc.arsys.smartit *:
    • Set the enableSearchForAccentChar CCS parameter to true.
  3. In Developer Studio, perform the following steps:
    1. Open the form that contains the field for which you want to configure accent-insensitive search.
    2. Select the field for which you want to configure accent-insensitive search.
    3. Set the Index for property to FTS and MFS. 
      For more information, see Defining a field for FTS.

    4. Click Save.

      Warning
      Note

      When you enable FTS/MFS indexing for large forms, reindexing may take several minutes before accent-insensitive search fully works.

 

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

BMC Helix ITSM 26.1