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The global search allows users to search for information by words, parts of words, and 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 is performed through the Search Table included, they are checked against the ACL Rules, and then through the Search Indices. Thus, the query is processed, and the results are displayed only 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 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 form Text search group form fields

Default group configuration

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

= Tasks:
Change Request
Change Task
Incident
Incident Task
User Query
Service Request
Requests Task

= People & Companies:
Employee
Company

= Configuration:
Business Rule
Client Script
UI Action
ACL
Script Include
Notification Rule
Dynamic Filter Option
Scripted Related List
Widget
System 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 the screenshot in the table above.

= Tasks:
ITSM Tasks

= Knowledge Base:
Article

Create a text search table

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

To create a search table, 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.

Text Search Table search table form fields

Field	Mandatory	Description
Name	Y	Enter the name of 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.

Note

The

A text search

tables

table only

include

includes the data

in

from the source table

but not

, without its child tables. You need to create a separate text search table for each of them.
Search group	Y

Specify

Select a search group

to the table

in which the table search results will be displayed

.Click the magnifier icon Image Removed and select a search group

.
Displayed fields	N

Choose

Select the table fields to display in the search results if the values in those fields

matches

match the search

queries

query. Info If

you do not specify any fields, fields with the active 

this field is empty, all fields that match the search query and have the Full Text Search attribute

and that contain the search query will be shown in search results by default

enabled are displayed in the search results.
Subinfo fields	N	Select the table fields that

will

are always

be

displayed in the search results.
Filter	N	Use the condition builder to

limit

filter and sort the search results.
Order	N	Enter

the

an integer

in the field

to

define the sequence in which the search result tables are displayed.

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

the

ascending order.
Active	N	Select this checkbox to

make

activate the search table

available

and make it visible

for users.

to the users in the search results.

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

1. Navigate to System Definition → Settings → All Columns.
2. Open the necessary Column record of your search table. Use filter options or the condition builder to find the recordFind the required column in the list and open it.

3. On the record form, select the Full Text Search checkbox.
   

   Note
   The Search Indexes only include records created after enabling the Full Text Search option of the table column. To index records created before the Full Text Search attribute was enabled, use the SimpleSearch server API methods.
   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.

   
   

4. Image Removed
   Click Save or Save and Exitexit to apply the changes. The system automatically adds the field values of this table column to Search Indices when creating new table records.

Search Index form

/

As a result:

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

Search Index form fields