Searching for Knowledge Articles

This topic relates to the Nano interface.

You can search for Knowledge Articles in the system using the Knowledge Search window.

On the Knowledge Search window you can:

  • Use the Standard Search to find knowledge article by name, ref, or organization.
  • Use the Advanced Search to find knowledge article using all Knowledge search fields.
  • Configure the columns by adding or removing columns and changing their order.
  • Right-click on a knowledge record to open the Knowledge Details window or save the details to PDF.

Using the Knowledge Search Window

Before you start

To perform knowledge searches, Search must be selected in the Options tab of your Knowledge Management Security Role.

To edit knowledge articles, Editor must be selected in the Options tab of your Knowledge Management Security Role.

  1. Open the Knowledge Search window by selecting Search from the menu and then Knowledge Search.
  2. The Knowledge Search window opens with the Standard Search criteria fields displayed by default.
  3. More advanced search options are available in the Advanced Search.

  4. Enter criteria for your search in the Standard Search fields:
Article Number Use this field if you know the number of the knowledge article you're looking for. Enter the number into the field, then leave the field (press Enter or Tab) to trigger the search. An exact number match is performed across the Knowledge Base. If an article with that number exists, and if you have the permissions to view, it will appear in the results table.

Other search criteria is disabled when this option is used.

Text Search

Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns knowledge articles which contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym.

  1. Records matching your search criteria are displayed in the Results table.
  • Sort the table of results by clicking on a column header.
  • Change the columns in the table by selecting from the toolbar to open Column Configuration window.
  • See Configuring Columns for more details.

  1. To open the Knowledge details, select the record(s) in the results table and double-click, or right-click and then select .
  2. You can select multiple Knowledge records by holding the CTRL key while select each row.

  3. Other actions are available by selecting the record(s) in the results table, then right-clicking and selecting:
  • to generate a Details Report.

The Toolbar

The Knowledge Search toolbar provides a number of functions and options:

Use to refresh the results
Select to open the Column Configuration window to Searching for Knowledge Articles displayed in the browse table.

Available in table layout only

Select to display the standard search criteria fields. Closes the Advanced Search.

Available only when in Advanced Search mode

Select to display the advanced search criteria fields. The Advanced Search window expands from the right of the screen. Closes the Standard Search.

Available only when in Standard Search mode

Expands the Advanced Search window if it has been minimized.

Available only when in Advanced Search mode and the Advanced Search window is minimized

Advanced Search

Advanced search criteria options are available if the Standard Search does not return the records you are looking for.

  1. Switch to Advanced Search by selecting from the toolbar. The Advanced Search panel opens on the right of the search window.
  2. To minimize the Advanced Search window and retain the search criteria, press . To expand it again press on the toolbar.
  3. To close the Advanced Search window, clear the criteria, and return to the Standard search, select on the toolbar.
  4. Enter the criteria for your search and then press .

Advanced Search criteria (default) options:

All Select to search for all Knowledge Article types
Abstract Searches for Abstract knowledge types
Call Searches for Call knowledge types
Directory Searches for Directory knowledge types
FAQ Searches for FAQ knowledge types
KCS Searches for KCS knowledge types
Known Issue Searches for Known Issue knowledge types
Website Searches for Website knowledge types
Partition

This option is only visible if you have access to more than one partition.

Use the drop-down list to select from the partitions you can access.
Include Deleted Field Values Selecting this option enables deleted values for list fields to be selected.

If you are searching for a knowledge article by the Call Type and select the Include Deleted Field Values option; the Call Type list will be updated to display names of types that you created and subsequently deleted. You can then select a deleted value from the list, and conduct your search.

Created By Type part or all of the name of the analyst. Matching results are displayed beneath the field. Select one from the list.
Search Text Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns calls in which the Description or History contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym.