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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.

title
Tip

Role required: admin.

Panel

To

index table columns, follow

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

  1. Create a
Search Group
  1. search group.
  2. Create
a Search Table
  1. a search table.
Configure Search Indices

  1. Configure search indices.

InfoYou can also configure the portal search for

To configure global search on the self-service

portal users with the Search Groups settings

portal, complete the same steps, but select the required portal in the Portal field of the Text search group form.

Note

If there are no active records in the Text Search Group (ts_group) or Text Search Table (ts_table) tables, the search is not performed.

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 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

FieldMandatoryDescription
NameY
Enter
Specify the name of the group
for
displayed in the search results panel.
PortalN

Select a portal to make the search group available to its users

. If this field is empty,

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

is

available

only

in the agent interface, leave this field empty.

OrderN

Enter an integer to set the relative position of the group in the search results panel. Groups are displayed in ascending order.

DescriptionN
Type brief or detailed information about
Add a description of the search group.
ActiveNSelect this checkbox to make the group available and visible
for
to users in the search results panel.
Opened by defaultN

Select this checkbox to make the group expanded by default in the search results panel.

Default group configuration

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

Code Block
languagetext
themeEclipse
titleTable categorization in the agent interface
= Tasks:
Change Request
Change Task
Incident
Incident Task
User Query
Service Request
Requests Task

= People & Companies:
Employee
Company

= CMDB:
Configuration item

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

= Knowledge Base:
Articles

The search requests are processed against these tables, and the results may look as shown on the screenshot below.

Image Removed

Code Block
languagetext
themeEclipse
titleTable categorization on the portal
= 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 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.

Info

The search query passes the ACL check on the tables and indexed columns before it is sent it to the database and executed through the Search Indices (sys_search_index) table.

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

FieldMandatoryDescription
NameYEnter the name of the table displayed in the search results panel.
TableY

Select

a

the source table

of

that contains data indexed for search.

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 groupY

Select a search group in which the table search results will be displayed

in the search results panel

.

Displayed fieldsN
Choose

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

queries

query.

Info

If this field is empty, all fields

with

that match the search query and have the Full Text Search attribute enabled

that match the search query will be shown

are displayed in the search results.


Subinfo fieldsNSelect the table fields that
will
are always
be
displayed in the search results.
FilterNUse the condition builder to
limit
filter and sort the search results.
OrderN

Enter an integer to set the relative position of the table

in the

within its search group. The tables are displayed in ascending order.

ActiveN

Select this checkbox to

make

activate the search table

available

and make it visible

for

to the users in the search results.

Default search groups and tables

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

Expand
titleAgent interface search groups
  • Tasks:
    • Change Requests
    • Change Tasks
    • Incidents
    • Incident Tasks
    • User Queries
    • Service Requests
    • Requests Tasks
    • Problems
    • Problem Tasks
  • People & Companies:
    • Employees
    • Companies
  • CMDB:
    • Configuration items
  • Configuration:
    • Business Rules
    • Client Scripts
    • UI Actions
    • ACL
    • Includes Scripts
    • Notification Rules
    • Dynamic Filters
    • Scripted Related Lists
    • Widgets
    • Property
  • Knowledge Base:
    • Articles


Expand
titleSelf-service portal search group
  • Self-Service Portal:
    • Tasks
    • Knowledge Base

Configure search indices


The Search Indices (sys_search_index) table contains text values of the indexed columns 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.

Note
Note
Only users with the admin role can read the

You cannot create, edit, or delete records in the 

Search Indices (sys_search_index)

 table records. 

table. Only users with the admin role can read them.

To index a column, complete To make a table column indexed, follow 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.
Info
titleReference column indexing

The reference columns are also indexed. The system adds to the Search Indices table the reference table column values that have the active Display by Ref attribute.

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

  1. Navigate to System Definition → All Columns.
  2. Open the necessary reference column whose values you need to use as search indices.
  3. On the record form, select the Display by Ref checkbox.
  4. Click Save or Save and Exit to apply the changes.

As a result:

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

Search Search Index form fields

Field
Mandatory
Description
Record
N
The ID of the record that contains the indexed field.
Table
Y
Reference to the table that contains
the indexed
the indexed column.
Column
Y
Reference to the indexed column of
the
the Table.
Text
Y
The text value of the indexed field.

/

It is automatically updated if the value of the indexed field changes.


Table of Contents
absoluteUrltrue
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Panel
  • Search Configuration
  • Search Text Service Properties
    • ACL