Searching for knowledge manually

You can search for knowledge either manually or automatically. For information about using automatic, background searching, Background searching while you are working.

To search manually for knowledge in Web Desk:
  1. In the Search box on the Web Desk toolbar, type the text you want to search for, then click .
    The Search Results page appears.

You can use the boolean operators AND, OR, and NOT (in CAPITALS), and the wildcard characters * and ? to search for multiple and single wildcards respectively – although you cannot use * or ? as the first character in a search string.
You can also use the ~ character followed by a number to specify that the words you are searching for must be near to each other.
For example, "server reboot"~2 indicates that the words server and reboot can be up to two words apart, not counting excluded words.

There are several reserved, special characters for Knowledge Management:
+ - && || ! ( ) { } [ ] ^ " ~ * ? : \
If you use a special character other than *, ?, or ~ you will receive an error message. To avoid this error message, you can either remove the special character, or ignore it using the \ character in front of it.
For example, look! will give an error, but look\! will run.

  1. Click the required result.
    The item opens. If the item is an article, the Article window opens. If it is a document, the appropriate application opens.

You must have the relevant application installed to be able to view a document.

The Knowledge Management Search component in the Ivanti Console provides similar knowledge searching functionality. This component also enables you to Search within results to limit your search results further, and to create new articles from items in the search results if you have a Service Desk license.

In the Ivanti Console, you can click in a field in a process window, then click in the toolbar to display knowledge results based on the contents of the field.