3 years ago

Admin. Guide Vol. 2 - NC State Remedy Implementation

Admin. Guide Vol. 2 - NC State Remedy Implementation

What Is Full Text

What Is Full Text Search?Full Text Search (FTS) is an important and useful feature of the AR System.FTS is typically much faster than searching in relational databases for longtext fields.FTS benefits also include making use of your knowledge base. For example,FTS enables you to access your company’s history of solving problems, whichare sometimes stored in long text fields. With the FTS option, you can easilysearch through long text fields to find solutions to related problems. You mighteven want to redesign forms to require entering data into diary or long textfields. You can then build up a knowledge base that helps you learn fromprevious experience.The FTS option provides quick and consistent access to the AR Systemrequests for which you are searching. Unlike OR searches that retrieverequests in random order, the FTS accrue operator presents the best solutionsto your search first by using a weighted order. The accrue operator enables youto use multiple search terms in a search, for example, computer, PC, and errornumber 3794. Requests that contain the most search terms appear higher onthe list (if ordered in descending order of weight) and are more likely tocontain the information for which you are looking. In contrast, if an OR searchyielded 20 requests, you must look through all 20 requests because you wouldnot know which requests contain what information. For more information, see“Accruing and Weighting Results with FTS” on page 4-3.FTS solves many problems that users confront when searching theirdatabases, including:■■■Searching long text fields. The FTS option enables you to index characterand diary fields for searching and matches entries from those fieldsagainst the search criteria you specify. Like database indexes, an FTSindex can greatly decrease the time required for a database search.Searching for key words regardless of the underlying database, whetherflat-file or relational. For more information about searching against textfields or the search capabilities in particular database products, refer toyour database reference documentation.Improving search performance by searching large volumes of data. FTSorganizes text in a way that typically provides quicker access thanrelational databases.4-2 Action Request System Administrator’s Guide, Volume 2

Accruing and Weighting Results with FTS■■■Defining how the server interprets wild cards to customize searchperformance to your specific needs. For more information, see“Configuring FTS Options” on page 4-22.Performing case-insensitive searches. Administrators can enable ordisable case sensitivity. For more information, see “Configuring FTS inthe AR System” on page 4-19.Using bracket ([]) wild cards in an FTS field, even if the underlyingdatabase does not support them. For example, you could enter do[a-z] tofind requests that include doe, don, and dot.Accruing and Weighting Results with FTSWeighting the results of an accrue search is a powerful FTS feature. FTS doesnot limit you to searches for key words in fields indexed for FTS. You also canuse a special accrue operator (the LIKE operator with comma-separated words)to cause the AR System to accrue and retrieve from the database all therequests that contain any or all of the comma-separated words. For moreinformation, see “Using the Accrue Operator” on page 4-8.Requests that are retrieved in an accrue operation are assigned a weight bythe FTS engine. Weight is a number that varies from 0 to 100. With weight,the AR System can sort requests in a results list using a “the more, the better”approach: If you set the Field Sort Order in Remedy User to include weight indescending order, the more search terms found in a request, the higher in thelist it appears in the set of retrieved requests. The closer Weight is to 100, thebetter it matches the search criteria.For more information about modifying results list attributes to include FTSweights, see “Displaying FTS Weight in a Results List” on page 4-31.Sorting Requests by WeightIn Remedy User, users can sort requests retrieved by FTS by weight indescending or ascending order by selecting Weight and the sort order in theField Sort Order window. For more information about setting the sort order,see the Action Request System User’s Guide.Full Text Search 4-3

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