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Global Search allows searching The global search allows users to search for information with by words, parts of words, and even phrases.

Before sending a query to the database, the search engine gets available Search Groups along with the portal URL if it is specified. Within each group, when the search query performs is performed through the Search Table included, they are checked by the against the ACL Rules, and then through the Search Indices.  ThusThus, the query processing is processed, and the result outputting results are performed displayed only by for the fields available to a particular user.

.

To configure global search in the agent interface, complete the steps below:

1. Create a

1. search group.
2. Create

1. a search table.

1. Configure search indices.

To configure global search on the self-service portal, complete the same steps, but select the required portal in the Portal field of the Text search group form.

Create a

text search group

The search groups are intended to categorize tables by in which the search is performed.

To create a search group, follow complete the steps below:

1. Navigate to System Definition Settings → Text Search Groups.
2. Click New and fill in the fields.
3. Click Save or Save and Exitexit to apply the changes.

Search Group formText search group form fields

Field	Mandatory	Description
Name	Y

Enter

Specify the name of

a grouping category for

the group displayed in the search results panel.
Portal	N

To make

Select a portal to make the search group available

for self-service portal users, click the magnifier icon Image Removed and select the desired portal from the list. Info

to its users. The search group

is available either for end-users only or for SimpleOne agents only.

will only be available on the selected Portal. To make the search

group agents-only

group available in the agent interface, leave this field empty.
Order	N	Enter

the

an integer

number in the field to define the sequence in which

to set the relative position of the group in the search results

groups displayed.The groups

panel. Groups are displayed in ascending order.
Description	N

A brief or detailed information about

Add a description of the search group.
Active	N

Set

Select this checkbox

active

to make the group available and visible

for

to users in the search results panel.
Opened by default	N

Set

Select this checkbox

active

to make the group

unveiled, so that,

expanded by default in the search results

are visible within the search navigator bar.

Image Removed

Default group configuration

The out-of-the-box tables categorization is provided as listed below:

= Tasks:
Change Request
Change Task
Incidents
Incident Task
Inquiry
Service Request
Requests Task

= People & Companies:
Employee
Company

= Configuration:
Business Rule
Client Script
UI Action
ACL
Includes Script
Notification Rule
Dynamic Filter
Scripted Related List
Widget
Property

= Knowledge Base:
Articles

= CMDB:
Configuration item

That is, your search request is processed against these tables, and the result may look as shown on screenshot in the table above.

= Task
= Knowledge Base

Create a Search Table

Create a text search table

Search tables specify data sources for text search indexing. Within the groups, these tables also collect the search results, determining its their categories. The system property search_text_service.excluded_tables allows to specify tables not appeared as options when setting up the Search tables.

To create a search table, follow complete the steps below:

1. Navigate to System Definition Settings → Text Search Tables.
2. Click New and fill in the fields.
3. Click Save or Save and Exitexit to apply the changes.

Search Table Text search table form

Field	Mandatory	Description
Name	Y	Enter the name of

a

the table displayed in the search results panel.
Table	Y

Specify a

Select the source table

of

that contains data indexed for search.

Click the magnifier icon Image Removed and select a table.Search GroupY

Assign a group to the table for displaying the search results.

Note A text search table only includes the data from the source table, without its child tables. You need to create a separate text search table for each of them.
Search group	Y	Select a search group in which the table search results will be displayed.
Displayed fields	N	Select the table fields to display in the search results if the values in those fields match the search query. Info If this field is empty, all fields that match the search query and have the Full Text Search attribute enabled are displayed in the search results.
Subinfo fields	N	Select the table fields that are always displayed in the search results.
Filter	N	Use the condition builder to filter and sort the search results

Click the magnifier icon Image Removed and select a search group

.
Order	N	Enter

the

an integer

number in the field

to

define the sequence in which the search results tables displayed.

set the relative position of the table within its search group. The tables are displayed in

the

ascending order.
Active	N

Set

Select this checkbox

active

to

make

activate the search table

available

and make it visible

for users.

Configure Search Indices

The Search Indices table contains every value of the columns indexed that are automatically added to the table after the search tables records creation. The search is performed through these search indices.

Default search groups and tables

The following search groups and tables are configured out-of-the-box:

Configure search indices

The Search Indices (sys_search_index) table contains text values of the indexed columns. These values are used for the global search. The records in this table are automatically created when a new record is created in a table containing an indexed column. Empty fields are ignored.

To make index a table column indexed, follow complete the steps below:

The reference columns are also available for search indexing. The system adds to the Search Indices table the reference table column values that are marked with the Display by Ref flag.

To make a reference column indexed, follow the steps below:

1. Navigate to System Definition → Settings → All Columns.
2. Open the desired Column record of your search table. Use filter options or Condition Builder if you need to find Find the required column in the list and open it.

3. On the record formrecord form, set select the Full Text Search checkbox to the active state.
   

   Note
   The Search Indexes include only those records that were created after enabling the Full Text Search option of the table column.

   Image Removed
   
4. Click Save or Save and Exit to apply changes. Subsequently, the system will automatically add the field values of this table column to Search Indices when creating new table records.

1. If the column is of the Reference type, ensure that the Display by ref checkbox is selected. If not, select it. Otherwise, the column values will not be indexed.

   
   

2. Click Save or Save and

1. exit to apply the changes.

To create a search index, follow the steps below:

As a result:

• All existing records are indexed.
• All new records will be indexed when they are created

• .

Search Index form fields

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