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Global Search allows you 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 is performed through the Search Table included, they are checked by against the ACL Rules, and then through the Search Indices. Thus, the query processing is processed and the result outputting results are performed displayed only by for the fields available to a particular user.

NoteIf the Text Search Group or the Text Search Table is not specified, the search does not apply

.

Tip

Role required: admin.

Search configuration guide

Panel
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 Search Table.
  3. Configure Search Indices.

InfoYou can also configure the portal search to

To configure global search on the self-service portal

users with the Search Groups settings.

, 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

Create a Search Group Anchorsearch group

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 Exit to apply the changes.

Search Group formText search group form fields

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

Select a portal to make the search group available

for self-service portal users, click on 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.

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 are displayed.The groups

panel. Groups are displayed in ascending order.

DescriptionN
Brief or detailed information about
Add a description of the search group.
ActiveN
Set
Select this checkbox
active
to make the group available and visible to users in the search results panel.
Opened by defaultN
Set

Select this checkbox

active

to

disclose

make the group

, so that the search results will be visible within the search navigator bar.

Image Removed

Default group configuration

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

Code Block
languagetext
themeEclipse
titleTable categorization in agent interface
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

Your search request is processed against these tables, and the results may look as shown in the screenshot in the table above.

Code Block
languagetext
themeEclipse
titleTable categorization on portal
= Task
= Knowledge Base

expanded by default in the search results panel.

Create a text search table

Create a Text Search Table Anchorsearch tablesearch table

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

InfoThe 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 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 Exit to apply the changes.

Text Search Table search table form

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

Select the source table

of

containing data indexed for search.

Click on 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
Assign the group to

Select a search group in which the table

that will be responsible for displaying the search results.Click on the magnifier icon Image Removed and select a search group

search results will be displayed.

Displayed fieldsN
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

 attribute enabled are displayed in the search results.


Subinfo fieldsN
Choose
Select the table fields that
will
are always
be
displayed in the search results.
FilterNUse the
Condition Builder
condition builder to
limit
filter and sort the search results.
OrderN

Enter

the

an integer

number 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 ascending order.

ActiveN
Set

Select this checkbox

active

to

make

activate the search table

available

and make it visible to the users in the search results.

Configure Search Indices Anchor

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

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 table record 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

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

To get the table column indexed, follow the steps below:

  • Navigate to System Definition → All Columns.
  • Open the desired Column record of your search table. Use filter options or Condition Builder if you need to find it.
  • On the record form, set 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.

    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 the steps below:

    1. Navigate to System Settings → All Columns.
    2. Find the required column in the list and open it.
    3. On the record form, 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

    Image Removed
  • 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.
  • Info
    titleReference column indexing

    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 get the reference column indexed, follow the steps below:

    1. Use the instructions above to index the desired column of the search table.
    2. Navigate to System Definition → All Columns and open the record of the reference table column which values you want to use as search indices.
    3. On the record form, check the Display by Ref box.
    4. Click Save or Save and Exit to apply changes.

    To create a search index, follow the steps below:

    1. Navigate to System Definition → Search Indices.
    2. Click New and fill in the fields
    3. .


    4. Click Save or Save and Exit to apply the changes.

    Search Index form

    FieldMandatoryDescriptionRecordNA record containing the field indexed.TableYA reference field containing the name of a table from sys_db_table the indexed column belongs to. ColumnYA reference field containing the name of an indexed column of the table specified in the Table field.TextYA particular record field value.

    As a result:

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

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