Best answers and resolutions to the most common questions on Remedy with Smart IT Global Search.
Q: What configuration options are available for Smart IT Global Search?
A: See Configuring search and Smart IT's Centralized Configuration documentation to find all parameters that affect Global Search (search on 'Global Search') and check blog Smart IT Global Search Configuration & Behavior Choices.
Q: How should I choose options to use and implement them?
A: See the webinar “Smart IT Global Search Configuration” recording, or review the Question and Answers
Q: How should I troubleshoot performance issues with Global Search?
A: Perform searches against the individual areas (Tickets, Knowledge, People and Asset) to confirm which area is affected by the performance issue.
Q: What fields are searched by Smart IT Global Search?
A: For Asset and People searches, see the Global Search section for the fields included in the database search.
For Ticket and Knowledge, Full Text Multi-Form (MFS) searching is used. See How to identify forms which contain fields with FTS indexes - fields with 'fulltextoptions' set to 1 or 5 are searched.
Q: Can I add additional fields to be included in Smart IT Global Search?
A: For Asset and People searches, this is currently not possible. For Ticket and Knowledge (MFS) searches, additional fields can be included by setting the 'Index For FTS' property of the field to 'MFS Only'. Remember to make changes in QA and test before you make them in Production to see how the change affects your search results.
Q: How should I troubleshoot issues where Global Search is not returning expected results?
A: For Ticket and Knowledge, test the same searches in Mid-Tier's Global Search and MFS:MultiFormSearch form to see if the issue relates to the FTS index/searching.
For Asset and People, see Global Search and use API/SQL logging to check the searches performed against AST:BaseElement and CTM:People forms.
Q: Which special characters and search operators can I use in Smart IT Global Search?
A: Special characters and operators are supported when searching on Tickets and/or Knowledge only - for details, see To use special characters and boolean expressions in search.
Q: How are the search results ordered for Smart IT Global Search?
A: For Tickets and Knowledge, see the section Tickets and knowledge search to understand the ranking/ordering. For People, ordering is ascending on Full Name, then Person ID. For Asset, ordering is ascending on Asset Name, then Request ID.
Q: How can I influence the relevancy/ordering of Tickets and Knowledge in the Global Search results?
A: See How RKM search works.
Q: Is it possible to disable the Suggested Search/typeahead functionality in Global Search or remove specific entries from the suggested searches?
A: See How to disable or delete Search Suggestions from Global Search.
Q: Can I search for Digital Workplace requests in Smart IT Global Search?
A: See Integrating Smart IT with BMC Digital Workplace Catalog service request.
Background: BMC Customer Support analyzes case trends to identify topics that are trending with customers, the resources we share most often to assist them, and how we can improve them. This Best FAQ article provides links to the resources shares resources most recommended by BMC Customer Support on the topic.
Current as of Remedy with Smart IT version 20.02 and July 01, 2024