Self-Solve Knowledge Search (Faceted Search) Help File

  • KM00001R
  • 05-Feb-2014
  • 25-Jul-2018

This document is under revision.


Summary of search operators, punctuation handling, results tabs, and filtering capabilities and features of faceted search.


Self-Solve Knowledge Search (Faceted Search) Help
Search operators
The default search is an OR search, returning documents that have the most occurences collectively of your specified terms. 
There are a few operators you can use to fine tune your search.
Search for an exact word or phrase
    "double quotes"
Use double quotes to search for an exact word or set of words.
    “structured query language”
Tip: Only use this if you’re looking for a very precise word or phrase, because otherwise you could be excluding helpful results by mistake.
Require words
use the AND operator
  database AND backup
Exclude a word
Add a dash (-) before a word to exclude all results that include that word.
  database -oracle
Fill in the blank wildcards
    ? and *
Use a question mark (?) within a search as a placeholder for a single character.
Use an asterisk (*) within a search as a placeholder for any unknown or wildcard terms.
Tip: Punctuation characters, including the wildcard characters, are treated as literals when double quotes are used.
Punctuation and symbols in search
Generally, most punctuation and special characters are ignored in the knowledge search. However, some characters require special attention to help you find exactly what you’re looking for.
How it is used
Colon (:)
Parentheses ( )
Brackets [ ]
Braces { }
Exclamation point (!)
Caret (^)
These symbols are reserved operators for the search engine.  To include them in your search, you must escape the symbol with a backslash (\).
61\:4039 or \!MESSAGE
Question mark (?)
Asterisk (*)
These symbols are wildcard or regular expression characters. The search engine uses them as a placeholder for other characters.
To match a literal, you must escape them.
Tilde (~)
Special meaning to search engine; which may produce unexpected documents in the results. 
To match the literal character, you must escape it.
Backslash (\)
The backslash instructs the search engine to treat the following character as a literal character.
To match backslashes within your search term(s), escape them with a second backslash.
c:\\program files\\hewlett-packard\\
Hash (#)
Percent (%)
Ampersand (&)
No special treatment is required for these characters.  To include them in your search terms, enter them as a normal character.  For example:
Symbols not included in the table have no impact on the search engine. You can typically search for a term with or without the symbol and the search will locate it. 
When these characters are embedded, you can also search for the components of the string that occur on either side of the character. For example: 
Token: one_two 
You can search for ‘one’, ‘two’, ‘one_two’ or ‘one two’. A search for a partial term including the symbol, but not the full token, will not work (i.e., ‘one_’ will not locate the document). 
Tip: Consider using a wildcard character to match the full token.
The results tabs
After a search is performed, the results are displayed in lists on the page. You can select from four tabs to sort and order the information to meet your needs.
Most Recent
(default, no keywords)
Documents are sorted in descending order of when they were last modified.
Note: This tab is selected by default when no keywords have been provided.
Most Popular
Documents are sorted in descending order of popularity. Documents appearing higher in the list have been marked useful most often.
Best Match
(default, with keywords)
Documents are sorted in descending order of relevance, with respect to your search criteria.
When selected without performing a keyword search, documents are sorted by document ID.
Note: This tab is selected by default when a keyword search has been executed.
Most Important
Documents included on this tab have an additional flag, identifying them as ‘important’. While the other tabs display documents from the same results, this tab will only display the documents in that results group having the additional flag.
Tip: Use this tab to check for alerts relevant to your search criteria.
Filtering your search results
You can filter and customize your results by using the facet options along the left side or the results page.
Select the specific product or products you are interested in.
By default the search will filter to product you have selected in your My Product portlet on your dashboard. Use the ‘Clear All’ link to access additional products.
Note: if you search for a document, for example by ID, and the sought document is not related to your selected My Product on your dashboard, the document will not be found.  Either, click Clear All to broaden your search to all products, or go to search without a search term (click search button) and then unselect your default My Product product selection.
We are working on improving the intuitiveness of this functionality with a future release.
Select the specific version or versions you are interested in.
Tip: Only use this if you are looking for a very precise situation (for example a specific patch or manual), because otherwise you could be excluding helpful results which apply to all versions in general by restricting to only one specific version.
Document Type
Select the types of documentation you are interested in.
Known problems – Defects that have been reported by customers against currently released products and documentation.
Knowledge documents – Usage and implementation information for successfully maintaining and deploying HP Software products. Includes knowledge base articles, engineering notes, frequently asked questions, Webinars, etc.
Enhancement Requests – A request to change or add functionality to an existing product.
Manuals – Online product manuals and release notes.
Patches – Patches and associated patch documentation for current product technical issues.
Superceded Patches - Older patches which have been replaced by a more recent patch.
White papers – Documents pertaining to technical aspects of HP Software products and solutions.
Other – Other types of documents including:
·         Demos & Downloads - Software product demos, evaluation software, and Smart Plug-in downloads.
·         Developer resources - Developer resources including: knowledge documents, downloads, code samples, and training materials.
·         General support - Support process and business documentation including information on licensing and password, support contacts and processes.
·         News and collateral - News and documentation regarding Software support offerings.
·         Training - Software training options and consultant certification.
·         Third-party solutions - Third-party solutions and software that work with existing Software products and solutions.
Workflow Status
Select one or more workflow status values.
Security Level
Select a security level to filter on an audience for the documents.
Operating System
Select the operating system you are interested in.
Tip: Only use this if you are looking for a very precise situation, like a specific manual or patch, because otherwise you could be excluding helpful results by mistake.
Clear All
Clear previously entered and selected search criteria and filter options.


Troubleshooting Search Issues

Why do I have products not linked to my chosen or selected product(s) appearing in Product Facet listing?

As a user with an associated SAID, the products list in your My Product portlet on your dashboard will list the products for which you have support contracts.  You may then select one of these products as your 'default.'  The search results will default to whatever product you select in the My Products dashboard portlet. Results for other products will not generally be included (unless you use the 'Clear All' option).  You will, however, see other products listed if there are multiple products associated with individual documents that are also associated with your selected My Product on your dashboard.

For example, your My Product dashboard has ‘performance agent’ selected.  When you look at the Products list in the search results, you should see that product listed and selected.  Let’s say there is a document, KM12345, associated with ‘performance agent’.  That document is also associated with ‘quicktest professional’.  In this case, you will also see ‘quicktest professional’ in the products facet list, though it will be unselected.  The document count for unselected products, such as quicktest professional, in this example, will typically be lower than those for your My Product selection.  This is because you are only seeing the content for "quicktest professional" that is also associated with your selected My Product product, or 'performance agent' in this example.

If you click 'Clear All,' or unselect your My Product product, then all products will be included.  Using the above example, clicking 'Clear All' would result in all of the content for performance agent, quicktest professional (and all other products), being accessible.

We are considering the implications of an enhancement request to permit selection of multiple 'default' products from the My Products portlet in the dashboard.  Meanwhile you can now save a variety of search parameters, reflecting various collections of products together as a saved search from the Search UI and assign a name that allows you to reuse it later.