Configuring Global Search on mySupport

 

Global Search can be included in a component or above the global news feed. It enables a user to enter a problem description, search text, question, or post; and search work items, knowledge entries, and discussion posts for that text. While the text is entered a keyword search will be performed; all searches will be based on all fields configured for work item display. A list of words excluded in the search can be configured; this list will be utilized after two words are entered. If a phrase is entered in quotes, the text within the quotes will be used in the search. Results will appear below the search bar; if configured, links will appear for creating an incident, displaying a self help guide (the link will appear by default as "I Need Help"), and/or creating a discussion post.

Override Help Text Enter the text to appear in the search bar (instead of the default text). This text will override any text configured via the Resource Editor.
Include in Search  Select the features to include in the search conducted after text is entered in the search bar: Change, Incident, Knowledge Entry, Problem, Purchase, or Discussion Post.
<work item type> Feed Select the feed containing the layout and sort options for entries that appear when results are found after a search. Click the Configure icon to create a new feed or edit the current feed.
Include Buttons To

Select the buttons to appear after an entry in the search bar:

  • Create Work Item Icon - displays the Incident Submit screen. Use the Create Work Item Icon field to select the icon to precede the Create <a/an> <work item type> button that will appear after an entry in the search field.
  • Create a Discussion Post/Create Discussion Post Icon - displays a dialog for entering a post to any of the shared discussion-only feeds (those that do not restrict customer access) created by support representatives. Use the Create Discussion Post Icon field to select the icon to precede the Create a Discussion Post button that may appear after an entry in the search field.
  • Display Self Help Guides/Self Help Guide/Self Help Guide Icon - displays a self help guide; the Self Help Guide field appears for selecting one.  Use the Self Help Guide Icon field to select the icon to precede the I Need Help button that may appear after an entry in the search field.
  • Start a Chat -
Excluded Search Words Enter the words to be excluded when a search is performed.
One Field Per Row In News Feeds Select Yes to display fields on news feed entries individually per row.