Manage Smart Search

This article introduces you to Smart Search and related concepts.
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This article introduces you to Smart Search and related concepts.
This article is applicable for an CA Service Desk Manager and CA Service Catalog integrated environment. Before you follow this article, follow the instructions on Manage CA Service Catalog Featured Offerings.
Introduction to Smart Search
Business-users can ask a question or describe an issue using the Smart Search bar. The Smart Search displays categories, service offerings, and 20 most relevant Suggested Solutions that match the search query. The Smart Search results are based on the following parameters:
search terms
, user context, minimum weight, and maximum weight.
Based on the organizational requirement and to optimize the search relevance, an administrator can customize smart search.
Customize Smart Search
Based on the organizational requirement and to optimize the search relevance, an administrator can customize smart search.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Interface
    ,
    Service Point
    , and
    Configuration
    .
  3. In the name column, select the desired tenant configuration name.
  4. From the list of components, select
    Smart Search
    .
    The smart search details for categories and service offerings are displayed.
  5. To modify the smart search details, click
    Edit
    at the top right of the screen.
    It is recommended you do not modify the minimum and maximum weights. However, you may
    swap
    the maximum values for Categories and Service Offerings.
  6. Edit the following fields for Categories:
    • Minimum Weight
    • Maximum Weight
    • Search Term
  7. Edit the following fields for Service Offerings:
    • Minimum Weight
    • Maximum Weight
    • Search Term
  8. Click
    Save
    .
  9. If you modify the
    Search Term
    , verify the Elasticsearch cluster node is working.
  10. Manually execute the
    pdm_es_initial_load
    command:
    $ES_HOME/search/bin/pdm_es_initial_load.bat index=sp_index.autocat_search
Smart Search with Fuzziness
Fuzziness is an elasticsearch concept which returns a list of results even though the search strings or spellings may not exactly match. Fuzziness is a way for smart search to handle small typos in search strings and still return the right results. For example, matching the string,
network printer not functional
with
network printre not functional
requires some form of fuzzy matching.
Fuzziness is disabled for Service Point as it may have a negative impact on the search relevance. However, based on an organisation’s requirements, an administrator can enable fuzziness.
Follow these steps:
  1. Navigate to the default location, <
    xFlow_Home>\APPS\Services\searchmicroservice-17.0.479\conf
    and open
    application.conf
    file in a text editor.
  2. Update the
    searchQueryWithContext
    and
    searchQueryWithContextAndTenant
    as follows:
    Current:
    "minimum_should_match": "%s",
    "tie_breaker": 0.3
    }
    Update:
    "minimum_should_match": "%s",
    "tie_breaker": 0.3,
    "fuzziness": "AUTO",
    "prefix_length": "3"
    }
  3. Restart the xFlow Interface services.
Configuration Keys for Smart Search
The following pre-defined configuration keys are used by Smart Search:
  • esearch.default.slcm.context.range.time
  • esearch.default.slcm.context.scheduler.interval
  • smartsearch.query.minmatch
  • smartsearch.tickets.resolved.time
Information:
To lookup for the configuration keys, navigate to the
Administration
tab, select
xFlow Interface
, and
General
.
Recommendations
:
  • Use the predefined configuration
    key:values
    .
  • Restart the xFlow Services if you modify the pre-defined configuration key values.