To Search the Knowledge Bank

You can search for information within the Knowledge Bank to locate articles that contain information about types of Incidents and Requests. The Knowledge Bank is a tool that you can use to assist you with finding out more about Incidents that are similar to yours or assist in the Incident resolution process.

There are six types of knowledge articles that you can search for in the Knowledge Bank.

To perform your Knowledge Bank search, follow these steps:

  1. Select the Search Knowledge Bank menu option. The Knowledge Search page is displayed.
  2. Type the word or words you are searching for in the Search Text field. The text may be a form of the word or words, or a regular expression depending on the Search Type selection.
  3. Select an option from All Words and Any Words.

Selecting All Words will instruct the system to search Knowledge Base entries containing all the words you typed into the Search Text field. However, this option does not take into account the sequence of the words specified. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

Selecting Any Words will instruct the system to search on any of the words you typed into the Search Text field. Knowledge entries with one or more words that match the text specified will be returned in this search.

Example: Network Problems

All Words: This option will instruct the system to search for “Network Problems” and return results that contain the phrase “Network Problems”

Any Words: This option will instruct the system to search for “Network” and “Problems”. This search will return results that contain the word “Network” or “Problem”.

  1. Select a Search Type. The search type options are:

·         Exact: Selecting Exact will retrieve knowledge entries containing exactly the words entered in Search Text. It will not retrieve entries that have another form of the word or a synonym of the word. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search is not an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

·         Related: Knowledge entries that contain synonyms or words that are similar to the text entered in the Search Text field will be returned in the search. For example, if you specify the search text as “Cloning”, the search will locate entries that have any form of the search text, such as “clone” and “cloned”.

·         Regular Expressions: Select this option to search for knowledge entries using the regular expression specified in the Search Text field. Regular expressions include wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters. Usage of regular expressions is specific to the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The following wild card characters are supported for SQL Server and Oracle:

o        % - To search for any string of zero or more characters.

o        _ - To search for any single character.

o        [] – Any single character within the specified range. For example, the range [a-f] or the set [abcdef].

o        [^] – Any single character not within the specified range. For example, not in the range [^a-f] or not in the set [^abcdef].

  1. Search Within allows you to select the knowledge entry types you want to search. Select one or a combination of the article types. The following fields in each knowledge type will be searched:

·         Abstracts: External Reference, Title, Abstract.

·         FAQs (Frequently Asked Questions): External Reference, Questions, Symptoms, Answer.

·         Calls: External Reference, Title Description, Solution.

·         KCS: Cause, Description, and Resolution

·         Known Issues: External Reference, Title, Problem, Workaround.

·         Files and Websites: These two knowledge types are not searched but point to other locations that contain files or websites that are indexed and searched.

  1. To search knowledge entries based on the article number, type the article numbers in the Article Numbers field.
  2. Select an entry type from the Entry Type list. This entry list is based on the Search Within selection.
  3. Click in the Profile field and select an article profile type from the list. If sub-profiles are defined for the profile selected, a list is displayed below the Profile list. Select a sub-profile from the list. Further sub-profiles may appear if they are defined for the selected sub-profile.
  4. To search the Knowledge Base for entries related to a CMBD Item, type a CMDB item name or reference number in the CMDB Item field or click to display the Review CMDB Items page. After selecting an item, you will return to the Knowledge Search page.
  5. Click in the Type field and select a Problem type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.
  6. You can use the Updated Since fields to instruct the system to search for articles that have been updated or created since the date you specified. Type a day of the month in the d field, select a month number from the MM drop down list, and a four-digit year in the YYYY field.
  7. Select a sort option from the Sort By list. There are three options; Profile, Most Recent or Search Score.

·         Search Score: Entries within the Knowledge Bank are assigned a search score based on the accuracy of the entry. The more search criteria the entry matches, the higher the search score. This can provide you with an indication on the relevance of the article based on your search criteria.

·         Rating: When any search result is shown, the user has an opportunity to rate the entry. Sorting by rating lists the highest rated results first.  

·         Most Recent: Sorts the matched results by chronological date order starting with the most recent date.

·         Profile: Sorts the matched results based on the profile.

  1. Click Search. The Knowledge Search Results page displays entries in a summary format based on the sort option you specified.

If your search does not yield any results, the following message is displayed “No Results Matching Criteria”. Click the Back button to return to the Knowledge Search page. Your previous field entries are retained. Modify them and try your search again.

  1. Click to the left of one of the entries to view detailed information on the specific entry.

 

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