topic describes how to perform a search on Global Search / Service
Request Manager Search, and details a bit about how it works.
Service Request Manager Search
To > Self Service > Service Request Manager Search
Go To > Service Desk > Global Search
Request Manager Search
perform a search on Service Request Manager Search you have two
Classes – In this section, you can filter all applications you want to perform your search.
- Service Request
- Catalog Request
and Service Request attributes – In this section, you can select
the possible fields you want to do the search but only to the
Solution and Service Request application.
open Global Search you have two options; the first is to use
navigation (Go To > Service Desk > Global Search) and the
second is to use the icon in the Service Request, Incident, Problem, and Solution applications.
When you open Global Search you will see options about Ticket (Incident, Problem, Solution and Service Request), but not about Service Catalog. However, you have another important option of adding more attributes to do the search (Additional attributes).
You can add more attributes to be part of the search. To add more attributes in Advanced Search, click the button “Select Additional Attributes”. A dialog displays all attributes that can be searchable:
Choose the attributes,
click Apply, and close the dialog.
The Additional Attributes
dialog displays all attributes for Solution, Incident, Service
Request, and Problem applications, but not attributes where the
“searchtype” is not null and the “maxtype” is:
To check this information,
select GoTo > System Configuration > Platform Configuration >
Database Configuration. Search object Solution or Incident or SR or
Problem and click the Attributes tab.
operators can be used for the search criteria. They are AND,
OR(Capital letter), “”,*,().
Server AND fail
- windows OR linux
- system* - This search will find anything that contains the prefix “system.”
- “fail in application server” - This search will find the exact word or phrase in quotes.
- (mail AND electronic) OR e-mail
The * operator can be used only at the end of a word.
Search feature of Global Search and Service Request Manager Search
uses the open source framework of Lucene from Apache. More detail
about this framework can be found at http://lucene.apache.org/.
have a Cron task to create the Lucene index files that you can find
on Go To > System Configuration > Platform Configuration >
Cron Task Setup.
On the list tab search for the PmObjSearchCron. It is important to check if the Active box is selected and the search is between 5 minutes and 8 minutes.
When the Cron task runs the system creates the Lucene index files, as shown here:
default all files are created on:
(WebLogic Application Server)
<BEA install path>
(WebSphere Application Server)
install path>\profiles\<TPAE Profile>\objsearchindex_xx
xx is the language code.
are some dictionary files that contain the words that Lucene will
consider to do the indexing. This dictionary is provided by the IBM
Language Ware product. Language Ware supports the multilingual parse
and search ability through the usage of the lexical dictionary files.
Service Request Manager, there are files that contain the .dic
extension under the directory < TPAE
are the languages supported by Lucene:
path for .dic files can be changed; check the Configuration section.
Properties of Global Search
can change the system properties on Go To > System Configuration >
Platform Configuration > System Properties.
are some important properties for Global Search:
is the path where dictionary files are stored ( default is
is the path where indexing files will be generated and are
the maximum size of attached text files that will be indexed (default
is 1 MB).
default just .txt, .html, .htm, .doc, .xml files attachments are
indexed, but new ones can be added with this system property.
.info, .log, .sql
files should be in text format.
the size limit, in megabytes, of attached files that will be indexed.
the maximum size of files that a user can attach to a record.
( The default is 0 MB. The
0 MB setting allows an unlimited size for attachments. However, it is
suggested that you set this property to a maximum limit, such as 1000
MB, depending on the memory available to the application.