Solution Search Properties
Administrators use the Solution Search Properties window in CSM Administrator to configure the properties for the Solution Search tab in for technicians. These properties include the fields displayed in the search results and the actions available in relation to the search results.
For steps on how to access the Solution Search Properties window, see Configure Solution Search Properties.
Verify that the Include in Full-Text Search check box is selected on the Properties window for all Business Objects and fields configured to display in Solution Search. See Define Search Results Properties for a Business Object and Configuring Search Defaults.
| Page | Property | Description | ||||||||||||
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| General | These properties define the display and actions available in the display and actions available to a Technician in the Solutions Search tab of the Related Item Navigation pane. | |||||||||||||
| Open in New Tab | Select if the Open in a New Tab option should display for the user in the Action Menu. The knowledge source opens in a new tab when the user selects this option in the Action Menu. | |||||||||||||
| Copy Link | Select if the link to the knowledge source should be copied to the clipboard when the user selects this option in the Action Menu. | |||||||||||||
| Share with Customer | Select if the result of a Solution Search should populate an email template on the Communication tab when this option is selected in the Action Menu. The Share with Customer action creates an email to the customer that includes a link to the knowledge source. | |||||||||||||
| Save Result / Remove Saved Result | Select if you want the knowledge source to be
saved as a search result when the user selects this option in the
Action Menu. When a user saves or removes
a saved result, a
Journal record is created.
If the Business Object Properties - History settings have been modified from the default settings, users might see different behavior when using this feature. |
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| Use as Solution / Remove from Solution | Select to use the knowledge source as a solution when the user selects this option in the Action Menu. | |||||||||||||
| Select Action for Use as Solution | Select to specify a
One-Step™ Action
if you have selected the
Use as Solution check box. Select the
ellipsis
and choose an action from the
One-Step Action
manager.
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| Select Action for External Sources | Select to specify a One-Step Action to include in the Action menu for external sources. Select the ellipsis and choose an action from the One-Step Action manager. | |||||||||||||
| Internal Sources | These properties define the display and actions available to a technician in the Solutions Search tab of the Related Item Navigation pane. | |||||||||||||
| Knowledge Source | Select the knowledge source in the drop-down
list for which you want to set display properties (examples: Known Errors, Open
Incidents, Knowledge Articles). This drop-down list is populated based on the
knowledge sources defined in Knowledge Mapping for the Business Object
(example: Incident). See
Configure Knowledge Sources for Solution Search.
When configuring InternalSolution Search Properties, only the Internal knowledge sources will appear in the drop-down list (example: Known Errors, Knowledge Articles, Open Incidents). |
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| Display Fields for Source | For the selected knowledge source, the
values of the fields in this list are the data elements displayed to the user
in the
Solution Search > Internal Sources search
results.
When configuring these fields, it is important to consider whether or not the field will have a value in all records. Using required fields or ID fields for at least the first field displayed is recommended. Fields without a value will display as a blank row in the search results. The search results display is limited to three rows maximum. The rows can be defined by the first three fields in the list or by using the Includes Label check box. Any additional fields in this list are displayed when you click the link to the knowledge source. First three fields in list: If the Includes Label check box is NOT selected for any of the fields in this list, the first three fields display (from top to bottom) as rows in the search result:
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| Add | Select this button to add fields to the list for the selected knowledge source. | |||||||||||||
| Remove | Select an existing field in the list and select this button to remove it from the list for the selected knowledge source. | |||||||||||||
| Up/Down | Select an existing field in the list and
select the
Up or
Down arrow to move the item up or down in
the list for the selected knowledge source.
If the Includes Label check box is NOT selected for any of the field in this list, the fields display as rows in the search result in the following manner: top to bottom (in list) = top to bottom (as rows in the search result) with a maximum of three rows displayed. Any additional fields in this list are displayed when you click the link to the knowledge source. |
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| Includes Label | Select a field in the
Display Fields for Source list and select
this check box to include the associated Field Value in Row 1 (Title linked to
knowledge source) of the search result.
When this option is selected for a field, an abc displays to the left of field. You can select as many fields as you'd like to display on Row 1 of the search result (field values display comma separated), but only a single row will display. If the comma separated field values exceed the space available to display Row 1, an ellipsis (...) will display at the end of the row. The next two fields in the Display Fields for Source list (from top to bottom) display as Row 2 and Row 3 of the search result. Any additional fields in this list are displayed when you click the link to the knowledge source.
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