Full-Text Search


Full-text search enables you to search for a word or a set of words or an SQL query or in different text fields in the Product name - ev itsm.png objects (incidents, problems, knowledge base, etc.) or in the related attachments via a search engine. Then it presents the results in a list sorted by relevance

  • Click one of the results to see the details of the object.
  • If the list of results returned is long, you can use filter criteria to restrict the display to the information you want, e.g. only incidents, only elements modified less than two days ago, or only knowledge articles with the keyword, Windows.

You can use the full-text search as follows:

  • To facilitate navigation within forms.

    Example documentation icon EN.png  You want to find all problems involving the Oracle server to add an item of information to each form.

  • To facilitate data entry and analysis in forms.

    Example documentation icon EN.png  In a quick call, you want to view all previous incidents involving the email server to find a solution to the current incident.


  • Characteristics of the full-text search:
    • Is run on the text and memo fields of the selected elements, e.g. the Description field in the Incident form, or the Title and Contents fields in the Knowledge form.
    • Takes the domain and the time zone of the connected user into account.
    • Is not case-sensitive, e.g. if you search for apache, the results returned may be apache, APACHE or Apache.
    • Takes accents into account, e.g. if you search for café, the results will not return cafe.
    • Searches for all elements starting with the root of the keyword, e.g. if you search for locat, the results returned may be locate, location, located but not relocation.
    • Once you have entered the third letter, predictive entry will automatically display a list containing the history of previous searches with the same string of characters.
      • It works like the LIKE instruction and uses the list of searches run by all Front Office and Back Office users, based on the logged-in user and user language.
      • It retrieves the history of the last five searches run.
  • Difference between the two full-text search methods.  Open url.png  See the examples.
    • To facilitate navigation within forms:
      • Run the search using the Full Text Search option which you can access by selecting Operation > Problems & Known Errors or Transition > Change Requests in the menu. 
      • The search is performed in a secondary non-modal window that can run in the background.
      • When you select one of the results from the list, the corresponding record will open in the main window without closing the search window.
      • You can switch between windows at any time.
    • To facilitate data entry and analysis in forms:
      • Run the search using the Search hyperlink available in forms.
      • The search is performed in a modal window that must be closed before you can return to the main window.
      • When you select one of the results from the list, the corresponding record will open in a new modal window. 
      • To return to the main window, both modal windows must first be closed.
  • When using the method to facilitate navigation, if the selected element is an action, the corresponding form will open, highlighting the search keyword in the table of interventions, e.g. Send Email.
             Full-text search EasyVista - Results - Example action.png


  • To avoid displaying too many less relevant results, the search ignores frequently used words. These are words whose presence exceeds 50% of the form or words that are too short, e.g. the, next, or with.  Open url.png  See Discarded strings lists (stopwords)
  • When you select keywords to restrict the display of knowledge articles in the list of results, the selection is taken into account even if the list is not visible on screen. Click Keywords to display the current selection.
  • The list of results only displays the elements that users are authorized to edit or view and the knowledge articles compatible with users' knowledge prerequisites, e.g. Oracle training. Note: You define knowledge prerequisites by selecting Transition > References > Knowledge Prerequisites. You must then associate them with groups and users in the Knowledge Prerequisites tab.

Screens description

Search window

         Full-text search EasyVista - Search window.png

Search field: Words or string of characters you want to search for. 

  • Click Search button.png to run the search.
  • Three options are available:
    • All words: All of the words you enter will automatically be linked using the AND operator.
    • At least one of the words: The words you enter will automatically be linked using the OR operator.
    • Custom SQL mode: You can enter an SQL query to increase the accuracy of the search and to restrict the list of results. You can use different operators such as AND, OR, NEAR, FORMSOF, etc., as well as brackets. Roll your mouse over Full-text search - Help icon.png to see a few examples.

Search Engine: List of search engines you can use.

  • Filter criteria such as Category, Language, or Date are only available for the EasyVista search engine. It is based on native SQL Server functions used by the Bing search engine.
  • For the other search engines, only the search field will be available.  Open url.png  See the example on the Google search engine.
  • You can add another search engine, e.g. to run a search in a corporate or business knowledge base without exiting Product name - ev itsm.png.
             Example documentation icon EN.png  Add the Wiki EasyVista search engine to search wiki pages.  Open url.png  See the procedure.

Filter criteria (Language, Change Location, etc.) : Used to restrict the display of elements in the list of results using the type of element, keywords associated with knowledge articles, language, location, department, category, CI or period.

  • Filter criteria are cumulative.
  • Once a criterion is selected, the list of results will immediately be refreshed.
  • To display the entire list of results corresponding to the initial keywords you entered, you should clear the criteria applied.
  • Characteristics of certain criteria:
    • Keywords (Note: Applies only to knowledge articles): Used to identify the main category of a knowledge article.
               Example documentation icon EN.png The keyword, printer, is associated with the knowledge articles entitled I cannot print my document and I want to modify my spool settings.
    • Language (Note: Applies only to knowledge articles): Used to run the search in one of the translated languages.
    • Change Category: Used to select a subset of elements among those displayed in the list of results.
               Example documentation icon EN.png To display only printer-related incidents:
                     - Selected category= Incident
                     - Change category = Equipment/Printers
    • Date: Based on the last modification date of each element in the list of results.

List of results

         Full-text search EasyVista - Results list.png

Relevance, represented by Relevance on icon.png (relevant) and Relevance off icon.png (non-relevant): Assessed by the search engine using different factors such as the ratio between the number of words similar to the search keywords and the total number of words in the element, or the number of repeated words, etc. 

  • The more the element displayed corresponds to the search, the greater its relevance.
  • Roll your mouse over one of the relevance symbols to display its name. Note: To modify names: Administration > Parameters > Classification Thresholds of Search Results.

Identifiers of the element: Name, reference and the last modification date of its form, e.g. Knowledge Base KB 21 - 24/04/2013 15:49:54.

Icon of the object associated with the element: Roll your mouse over the icon to see the name of the object, e.g. Knowledge icon.png = Knowledge object. 

Title of the element: Form title, e.g. Did you check the print queue?

Contents of the element: Area in the form where the search keywords highlighted in yellow are found. Note: Search keywords are not highlighted when you use Custom SQL mode.

Rating of the knowledge article: Average score awarded by users based on the quality of the form's contents, represented by Star on icon.png and Star off icon.png. The score is between 0 and 5.
         Example documentation icon EN.png User A awards = 3 stars while user B awards = 1 star --> Average score = 2 stars

  • Roll your mouse over one of the stars to see the description of the rating.
  • You can give a score in the detailed form by clicking on the number of stars to be awarded.
  • You cannot give more than one score to a given knowledge article. You can only modify your score.


How to use the full-text search

1. Run the full-text search.

  • You can select Operation > Problems & Known Errors > Full Text Search or Transition > Change Requests > Full Text Search in the menu.
  • You can also click the Search link in a form.

2. Enter the text you want to search for.

  • Once you have entered the third letter, predictive entry will automatically display a list containing the history of the five previous searches with the same string of characters. You can select one of the five suggestions or you can continue entering the text. Click Search button.png.
             Full-text search EasyVista - Predictive entry.png
  • Your keywords will be highlighted in the list of results, except if you used Custom SQL mode.

3. You can restrict the number of results displayed by applying filter criteria.

  • To restrict knowledge articles using a group of associated keywords,
    • click Keywords. Select the ones you want from the drop-down list or enter the first letters. Note: Once you have entered the third letter, predictive entry will automatically display a list.
    • To delete one of the selected keywords, click Close window icon.png next to it.
    • To close the list of keywords, click Keywords again.
               Full-text search EasyVista - Keywords selection.png
  • To select the value of one of the filter criteria, Change Location/Department/Category/CI, click Tree open icon.png and browse through the tree structure of the element.
             Full-text search EasyVista - Location selection.png

4. Click the element you want in the list of results to see its details.
         Full-text search EasyVista - Display result.png

5. You can give a score to knowledge articles by clicking the number of stars Star on icon.png you want to award. The score will automatically be saved and the average score will be refreshed in the list of results.
         Full-text search EasyVista - Knowledge review.png

6. To exit the search, close all secondary windows.

How to add a search engine

    Example documentation icon EN.png Logo - EasyVista.png wiki search engine to run searches in wiki pages

1. Open your Web browser and go to the home page of the Logo - EasyVista.png wiki.

  • Enter TEST in the search field and click Search wiki icon.png. The results page will appear. Caution: Ensure that you enter all letters in the uppercase.
             External search engines - Example - Search in WikiEV.png
  • Copy the URL used by the wiki to run its search.
             External search engines - Example - URL WikiEV.png

2. Select Administration > Parameters > External Search Engines in the menu.

  • Paste the search wiki URL in the step 3 area.
  • Enter the name of your search engine in the step 4 area.
  • Click [ INSTALL ].
  • Click [ SAVE ].
             External search engines - Example - Configure WikiEV.png

3. Run a full-text search.

  • Select the new search engine from the drop-down list.
             External search engines - Example - Select WikiEV.png
  • Enter the text you want to search for. A new window will display the results found in the EasyVista Wiki.  Open url.png  See the examples.


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