The Advanced Search feature allows you to search the
Knowledge Base using any combination of fields and advanced criteria.
To perform an advanced search, click Search
under the Knowledge
Base heading on the BMC FootPrints Service Core Toolbar or click the link
in the top frame. The Advanced
Search page contains a combination of text fields, drop-down boxes,
and radio buttons that allow you to search on any combination of criteria.
Each field acts as a filter. Only enter or select the criteria with
which you want to search. Any field that you do not want to search
should remain untouched.
An Advanced Search option is also available under the
heading on the BMC FootPrints Service Core Toolbar. This search, which has
similar criteria options, returns the user’s Requests or, optionally,
the Requests for the Organizational Unit, rather than Solutions from the
Knowledge Base. Any differences are noted below.
Note on Field Names
The names of many of the fields in BMC FootPrints Service Core
can be changed by the administrator (Title,
fields can also be created. For
clarity, this manual uses the default terms for field names.
The options include:
Title—Enter a word
or phrase for which to search. Boolean operators AND, OR, and NODATA are supported. Boolean Operators
Description—If a word or
phrase is entered, or multiple words using Boolean Operators, only Issues
containing that word/phrase in the Description are returned.
Keyword—If a word or
phrase is entered, any Issues containing that word/phrase in any field
are returned, including Title,
and Workspace fields as well as Address Book fields.
Keyword search queries theTitle
field, Workspace (Issue), and Address Book fields for all FootPrints
database versions (SQL Server, Access, SQL Express, Oracle and MySQL) except
for the FootPrints database. The
FootPrints Service Core database version only
searches the Title
for file attachments by name, not by content. This
option is available for all database versions except the FootPrints
can return either user Requests or Solutions from the Knowledge Base.
requests is selected, an additional option may be available to
return both the user’s Requests and Requests from other members of the
same Organizational Unit. Check this box, if it is available, to
return matching Requests from all users in the same Organizational Unit
etc.) This option is only available for Reports.
time in which the Issues were created or last edited based on the 24 hour
clock. This option is only available for Reports.
created in the time specified. Number
of days and hours can be specified. Modifiers
are also provided, including Greater
than or Equal to, Less
than or Equal to, and Not
Equal to. As
an example, to return Issues greater than one day old, choose Greater
than and enter 1
fields in this section differ depending on the fields in current Workspace.
on as many fields as desired. Search
methods vary with the field data types:
a text box. Enter the word or phrase for which to search, or multiple
words using Boolean Operators.
a text box. Enter
the number or part of a number for which to search.
and Multi-select field—Displays
a multi-select dialog box. Highlight
one or more values for which to search. To
search for Issues that contain no data for the field, select No
you do not want to restrict the search based on choices in a field, do
not highlight any values.
Date/time fields can only be searched by date, not time.
fields display a text box. Enter
the word or phrase for which to search, including partial addresse).
Search Results by—Order
the Issues returned by the specified field. The
order can be descending (most recent or highest first) or ascending (oldest
or lowest first). By
default, Issues returned by the search are ordered by Issue number in
is chosen, Issues must match all criteria chosen above (this is
the default). If
is chosen, only one criterion must be met. An
exception to this is that the Status
field is not included in the OR
the criteria selected include Status=Open
or Pending, Problem
type=Hardware and Software=Excel,
is selected, Issues with an
Open or Pending
status with either Problem
type of Hardware
the GO button to submit search.
A list of Solutions that match your criteria is displayed.
Click the Title
of a Solution to view the details.