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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 is performed only by results are displayed only for the fields available to a particular user.

Tip

Role required: admin.

Search configuration guide

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titleTo index table columns, follow the steps below:
To index table columns, follow

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

  1. Create a Search Group.
  2. Create
a
  1. a Search Table.
Configure 

  1. Configure Search Indices.

InfoYou can also configure the portal search to

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.

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

portal users with the Search Groups settings

.

Create a

Search Group

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 groupsSearch Groups.
  2. Click New .Fill and fill in the formfields.
  3. Click Save or Save and Exit to apply the changes.
The Search Group form

Text search group form fields

FieldMandatoryDescription
Name
Enter
YSpecify the name of
a grouping category for
the group displayed in the search results panel.
Portal
To make
N

Select a portal to make the search group available

for self-service portal users, click the magnifier icon Image Removed in the field, 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.

OrderN

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

the

ascending order.

Description
A brief or detailed information about
NAdd a description of the search group.
Active
Set
NSelect this checkbox
active
to make the group available and visible
for
to users in the search results panel.
Default opened
Opened by defaultN

Select

Set

this checkbox

active

to make the group

unveiled, so that,

expanded by default in the search results

are visible within the search navigator bar.

Ex., the Task search group below has the inactive Default opened checkbox.

Image Removed

Create a Search Table

panel.

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 property search_text_service.excluded_tables allows you to specify tables that do not appeared appear as options when options when setting up the Search tables.

Info

The search query passes the ACL check on the tables and indexed columns before sending it to the database and performing through the Search Indices table.

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

  1. Navigate to System Definition Settings → Text search tablesSearch Tables.
  2. Click New .Fill and fill in the formfields.
  3. Click Save or Save and Exit to apply the changes.
The Search Table

Text search table form

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

Select the source table

of

containing data indexed for search.

Click the magnifier icon Image Removed and select a table.

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 groupY

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

Displayed fieldsN

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

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

Search Group

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

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

Order

Enter the integer number in the field to define the sequence in which the search results tables displayed.

The tables are displayed in the

ascending order.

Active
Set
N

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. The search is performed through these search indices that are automatically added to a table when indexing columns. In this process, all field values of the records existing are added to Search Indices as detached records.

Note

The column will be indexed and thus added to Search Indices only if the Search Group and Search Table are specified.

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
  • 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. 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

You cannot create, edit, or delete records in the Search Indices (sys_search_index) table. Only users with the admin role can read them.

Search Index form fields

FieldDescription
RecordThe ID of the record that contains the indexed field.
TableReference to the table that contains the indexed column.
ColumnReference to the indexed column of the Table.
TextThe text value of the indexed field. It is automatically updated if the value of the indexed field changes.

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

  1. Navigate to System Definition → Settings → All columnsColumns.
  2. Open the desired Column record. 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 form

    record form,

    set the Full text search checkbox to the active state.
    Image Removed

    select the Full Text Search checkbox.

    Note

    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. Click Save or Save and Exit to apply changes. The system automatically adds the field values of this table column to Search Indices.

The Search Indice form

FieldDescriptionRecordA record containing the field indexed.TableA reference field containing the name of a table from sys_db_table the indexed column belongs to. ColumnA reference field containing the name of an indexed column of the table specified in the Table field.TextA particular record field value.
Table of ContentsmaxLevel3classfixedPosition
  1. the changes.

As a result:

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

Table of Contents
absoluteUrltrue
classfixedPosition
printablefalse


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