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.

• Abstracts: An abstract is a description of some task or process.
• FAQs (Frequently Asked Questions): A FAQ is a solution to a commonly occurring Problem in a question and answer format.
• Calls: Calls within infraEnterprise that has been marked as closed and belonging to the Knowledge Bank. These calls can be used as examples of how to solve similar problems in future situations.
• Known Issues: Known Issues are recurring problems that have been identified and recorded for future reference.
• Files: Files refer to a defined network folder containing documents or other knowledge resources.
• Websites: External websites refer to any specified internet domain.

To perform your Knowledge Bank search, follow these steps:

1. Select the Search Knowledge Bank menu option. The Knowledge Search page is displayed.
2. The Search Text field enables you to perform a free text search. The free text search instructs the system to search against the following fields for each knowledge type:

·         Abstracts: External Reference, Title, Abstract.

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

·         Calls: External Reference, Title Description, Solution.

·         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.

3. Select an option from All Words and Any Words.

Selecting All Words will instruct the system to search for all the words you typed into the Search Text field. Knowledge entries with words that match all the text specified will be returned in this search. However, this option does not take into account the sequence of the words specified. If you want to search for text in a knowledge entry in the sequence you entered them in the Search Text field, use the Exact option.

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.

4. Below the All Words and Any Words options, the additional text search options are displayed:

·         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”.

·         Exact: Select this option to search for knowledge entries with the word or words specified in the Search Text field. This option will return entries in which the body text contains any or all words as specified in the Search Text field, not necessarily in the same order. Selecting Exact will not retrieve text that has another form of the word or a synonym. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search does not include an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

·         Regular Expressions: Select this option to search for knowledge entries with regular expressions associated with the words 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:

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

b.     _ - To search for any single character.

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

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

5. Select the article(s) you want to search for. You can select one or a combination of the article type(s).
6. To search for an article based on the article #, type the article # in the Article # field.
7. Select an entry type from the Entry Type list. This entry list is based on the article(s) selection in step 4.
8. Select an article profile type from the Profile Type list. A sub-profile list is displayed if it is defined. Select a sub-profile from the Sub-Profile list.  
9. Select a service from the Service list.
10. Select a Problem type from the Type list.  A lower type tier is displayed if it is defined. Select a sub-type from the Sub-Type list.
11. You can use the Updated Since field to instruct the system to search for articles that have been updated or created since the date you specified.
12. Select a sort option from the Sort By list. There are three options; Profile, Most Recent or Search Score.
• Profile: Sorts the matched results based on the profile.
• Most Recent: Sorts the matched results by chronological date order starting with the most recent date.
• 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.
13. Click Search. Your search results are displayed 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”.

            You can select to view more information on the specific entry.

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