• Article

How to Search for a Knowledge Article

 

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

You can use the following procedures to search for a knowledge article by using the Service Manager console in System Center 2012 – Service Manager. If you want to link a knowledge article to an incident or to a change request, save the incident or change request first. You can perform full-text searches when you search for knowledge articles. When you search, Service Manager queries the following fields in the knowledge search form:

  • Title

  • Description

  • Comments

  • Keywords

  • External URL

  • Internal Content

  • Analyst Content

When the search is complete, Service Manager displays matches for content in the Title, End-User content, and Analyst Content fields. If you want to view the whole article, click Open article to see external content. If you type Vista in the search box, that exact string must exist in one of the knowledge article fields.

Note


Partial matches are not returned by a search. Therefore, when you search for a knowledge article based on a keyword, you must type the exact word. However, you can use the asterisk (*) as a wildcard character when you perform a search.

To search for a knowledge article using the Service Manager console

  1. In the Service Manager console, in the search box, type a keyword or term. For example, type Vista.

  2. Click the arrow to the right of the search box to view a list of the objects for which you want to search, and then click Knowledge.

The Knowledge Search form displays the knowledge articles that match the search term.

To search for a knowledge article when an incident or change request form is open

  1. With an incident or change request form open, in the Tasks pane, click Search for Knowledge Articles.

  2. In the Knowledge Search form, type a search term in the Search for box, and then click Go. For example, type Vista.

To link a knowledge article to an incident or change request

  1. In the Service Manager console, in the search box, type the keyword or term for which you want to search. For example, type Windows Vista.

  2. Click the arrow to the right of the search box to view a list of the objects for which you want to search, and then click Knowledge.

  3. The Knowledge Search form displays the knowledge articles that match the search term.

  4. Select the article that you want to link, and then click Link To.

  5. In the Select objects dialog box, under Filter by class, select either Incident or Change Request.

  6. Select an incident or change request, and then click OK.

  7. Click OK to close the informational message.

  8. In the Knowledge Search form, click Close.