Setting search configuration parameters for Smart IT
As an administrator, use the Server Group Configuration form of the Remedy Management Console to view and set search configuration parameters. The configuration parameters are available in the centralized configuration.
To set search configuration parameters
- In a browser, enter the following URL address:
https://<midTierServerInstallDir>/arsys/ - Log in to Mid Tier.
- Select Remedy Management Console > AR System Server Group Console > Server Group Configuration.
The Server Group Configuration page is displayed. - In the Work On Component Type field, select com.bmc.arsys.smartit.
- In the For These Components field, select an option to display component on the screen.
- In the Showing These Settings field, select an option to display settings on the screen.
- Click Load Settings.
The Global Settings and Local Settings tables are populated with settings and values. - Review and set the configuration parameters described in the following sections.
Search configuration parameters
You can set the configuration parameters that control different searches in Smart IT.
Assets displayed in search results in Smart Recorder
You can configure the number of assets that are displayed in the search results. To do so, configure the following parameter:
Parameter | assetSearchQueryLimit |
Parameter value | Minimum - 4 Maximum - 20 |
Description | By default, 4 assets are displayed. If you specify a number greater than 20 or smaller than 4, the system defaults to the default value of 4. |
You can configure the following parameter to restrict asset searches in Smart Recorder to display only the assets related to the selected customer:
Parameter | restrictAssetSearchToCustomer |
Parameter value | Default - false |
Description | By default, this value is set to false. If you set the value to true, when service desk agents search for an asset in the Smart Recorder, they find only those assets that are related to the selected customer. |
Number of CIs displayed in search results on a change request
You can can set the following parameter to configure the number of CIs that are displayed in the search results when service desk agents search for a CI to relate to a change request.
Parameter | maxAllowedCiSearch |
Parameter value | Default - 0 |
Description | If you don't change the default value of 0, the search is not limited. For performance reasons, you can set a value to limit the number of CIs displayed in the search results. |
Wildcard use in global search
You can configure the global search to skip the use of wildcard % at the beginning of the search value by configuring the following parameter:
Parameter | skipWildcardInGlobalSearch |
Parameter value | Default - True |
Description | If the parameter is set to true, the wildcard search by adding % at the beginning of the search value is not supported. If you enter % at the beginning of the search value, the system automatically removes the % and displays the search result according to the value that you entered. Skipping wildcard searches avoids generating long-running searches, reduces the time required to display the search result, and provides good user experience. For example, if you enter %mail, the system automatically removes % and displays the result for the keyword mail. If you set the parameter to false, the system displays the search result with the % wildcard. For example, you enter %mail in the search box. The system displays the search result with any text that has the text mail in it, such as email and gmail. Note that regardless of this setting, you can add wildcard in the middle or end of the search keyword. For example, if you enter Email ser% is down, the system displays results that have words such as server, service, and so on. If you enter Email %vice is down in the search box, the system displays results that have words such as service, device, and so on. |
Search based on first name and last name
You can configure the following parameter to search for people by entering the name in the sequence lastname firstname, along with entering the name in the sequence firstname lastname.
Parameter | reversefirstNameLastName |
Parameter value | Default - False |
Description | By default, the value is set as False. You can change it to True if you want to search with lastname firstname. If the value is set to True, will add an additional clause in the query to search by lastname firstname along with the firstname lastname. |
You can configure the following parameter to enable search with a wildcard between first name and last name.
Parameter | allowPersonSearchByNameOnly |
Parameter value | Default - False |
Description | You can use this configuration parameter to set the name-based query. You can configure this parameter to true to enable search by firstname%lastname. |
Smart Recorder search by company
You can set the parameter value to enable service desk agents to search for assets and people on the basis of the #company accelerator when creating tickets in Smart Recorder.
Parameter | smartRecorderSearchByCompany |
Parameter value | Default - False |
Description | If this parameter is set to True, when creating tickets in Smart Recorder, service desk agents can search for assets and people based on the #company accelerator. If the service desk agent has access to only one company, then only records for that company will be displayed for selection. If this parameter is set to False, when service desk agents create tickets in Smart Recorder, people and assets are searched in the context of the company to which the logged in service desk agent has access. |
Typeahead for search
You can configure the following parameter to specify how many characters a service desk agent must enter before Smart IT starts searching for information.
Parameter | CustomizationTypeaheadLength |
Parameter value | Default - 3 |
Description | Based on this parameter value, Smart IT starts searching for information. For example, if the default value is not changed, after a service desk agent types the default of 3 characters, Smart IT starts searching for information. |
You can enable or disable typeahead in the global search by configuring the following parameter:
Parameter | disableTypeaheadInGlobalSearch |
Parameter value | Default - false |
Description | This parameter is used to enable or disable search suggestions in the global search. By default, it is set to false, and suggestions are displayed as you type text in the global search. To disable the search suggestion, set this parameter to true. |
Additional configuration parameters available in the global settings ( * ) of the com.bmc.arsys.smartit component
Configuration parameters | Default value | Description |
|---|---|---|
templateSearchBy | false | If you set this parameter to true, Service agents can select the appropriate template quickly from the filtered list of templates that belong to their support groups. |
useLeadingSearchForAsset | true | This configuration parameter is used to determine whether a wildcard(%) is to be appended to asset search text. |
useLeadingSearchForperson | true | This configuration parameter is used to determine whether a wildcard(%) is to be appended to people search text. |
affectedCISearch | false | Assets and services that are affected due to the reported incident or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident. For example, Asset1 and Business service1 belong to Company A and Asset2 and Business service2 belong to Company B. Now, if the affectedCISearchByAssetPeopleRelation property is set to False, when a user creates or edits an incident where the user is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1. If the affectedCISearchByAssetPeopleRelation property is set to True, when a user creates or edits an incident where the user is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1 and Business service2. For more information, see Enabling-affected-assets-and-affected-services-for-incident . |
obo.enabled.for.all | false | This configuration parameter enables service agents to create service requests on behalf of customers. You can set the value to true for a better system performance. |
obo.search.prefixWildcard | true | This configuration parameter is used to determine whether a wildcard(%) is to be appended to the customer contact search that a service agent performs when creating a service request on behalf of a customer. You can set the value to false for a better performance. |