Configuring Enhanced Search
This feature is restricted to, and relevant for, cloud deployments only.
The Search capability in the Self Service Mobile portal functions beyond a simple search where the results are displayed based on the weight assigned to the Business Object fields. Enhanced Search helps to display better and more accurate results that the user is looking for.
However, this feature has to be specifically configured for user roles having access to the Self Service Mobile portal.
If no fields are configured for Enhanced Search, by default, the application considers the fields that are configured in the Edit Preview section with equal weights.
Prerequisites:
- Raise a Service Request for Ivanti Cloud Operations to enable the Enhanced Search feature.
- After the Enhanced Search feature is enabled, set up the following Global Constants:
- SearchIndexAge and KnowledgeArticlesAge - allows you to limit the search to the defined age of the documents and records. For example, if the limit is set to 6 months, then the search displays results of documents and records that are not older than 6 months. The default value is 6 and 12 months respectively, change the values as per your requirement.
- SearchIndexAge_ - works as for SearchIndexAge and KnowledgeArticlesAge, but for a specific business object. For example, if the limit is set to 4 months for SearchIndexAge_Incident, then the search displays results of Incident records that are not older than 4 months. The default value is 6 and 12 months respectively, change the values as per your requirement.
SearchIndexAge_FRS_Knowledge and KnowledgeArticlesAge do the same thing. We recommended removing KnowledgeArticlesAge if you want to use SearchIndexAge_FRS_Knowledge. You can however keep KnowledgeArticlesAge if you want to use SearchIndexAge_ for other business objects alongside it.
- SearchFieldWeightRowLimit - allows you to set the number of fields and its weight range. If the value is set as 5, then you can add 5 fields. The default value is 10. For more info, refer to Sample Scenario.
- SearchAutoCorrect - set the value as True to enable auto correcting spellings of search keywords. By default it is set to False.
For example,
- If SearchAutoCorrect is True - if you search for Moble, the application corrects the spelling to Mobile and displays results for the corrected spelling.
- If SearchAutoCorrect is False - if you search for Moble, the application simple displays results for Moble without making any spelling correction.
- ElasticSearchUpdateAsync - set the value as True to enable asynchronous indexing of documents in Elasticsearch for enhanced search.
Relationship filter is not supported in the Enhanced Search feature.
Administrators have the ability to set permissions to ensure visibility of records. Perform the following to set permissions:
- In the Self-service portal, Request Offering > Publish Action Access > Org Unit and Location.
- Select Values.
- Select Include sub tree. This includes all organizations existing under the parent. Unit. For example, Sales and Marketing consists of Sales team and the marketing team as the sub tree. Checking the checkbox, selects both org units.
- Set location. For example, APAC.
This ensures that only sales and marketing team from APAC can view these records.
Configuring fields
The Enhanced Search feature won't be functional just by configuring it. For it to be functional, raise a Service Ticket for Ivanti Cloud Operations to get it activated and ensure you specify the role for which it should be activated in the Service Request.
- Log in to Neurons for ITSM as an Administrator.
- Open the Configuration console.
- Navigate to Users and Permissions > Roles and Permissions.
- Select Top Level Tabs > Search.
- In the Search for matches section, click Edit Config under the Search Config column for the business object you wish to configure.
The Search Config column is available only if the Enhanced Search feature is enabled.
- Add fields and assign weights ranging from 1 to 10.
The number in the Weight field is relative; it helps set priority to the fields and displays results based on the set priority. The item that has more weight is visible at the top with Enhanced Search in the Service Catalog.
Sample scenario:
a. Click Edit Config for the Knowledge Business Object.
b. Click the
c. Click the
The maximum number of fields you can add depends on the value set in the SearchFieldWeightRowLimit Global Constant.
d. Click Save.
Based on the above configuration, when a search is performed in the Knowledge Business Object, the search results displays results having the keyword in the Title on the top followed by the keyword in the Description since the Weight defined for the Title is higher than Description.
For example, if there are two documents present in the Knowledge Business Object, where one document has the word Laptop in the Title and in the other it is in the Description. If you search for Laptop in the Knowledge Business Object, in the results displayed, the document with the word Laptop in the Title will be displayed first and then the one in the Description as the search algorithm emphasizes the word Laptop in the Title more than the Description due to a higher weight assigned to Title.
- Repeat step 6 for as many Business Objects as required. For example, you can configure search for FAQs, Service Request, and Task.
The above steps are applicable for configuring the Enhanced Search for fields when adding new business objects as well. Ensure the required Preview and Filter configurations are added.
- Once the setup is done, click Save in the Top Panel.
- After saving the setup, raise a Service Request for Ivanti Cloud Operations to activate the Enhanced Search configuration. Ensure you specify the role which should be activated in the Service Request. This step is mandatory for both new and modified search fields.
Enhanced Search is only functional after the Ivanti Cloud Operations team has performed the activation.