Rethink the Self Service Center search engine to ensure the search engine just search among offering and ignore all incident, service request tickets

Hello. Much has changed since we received this request in 2022. As product management we continue to review and prioritize ideas With the End of market and end of support we have invested in a new Self Serve that will replace Self Service.

Please consider a review of this new capabilities built on our new UX platform.

You can reach your sales team to see the new App.

Kind regards

Thank you for you answer, I informed the client.

Hello Sir,

We are absolutely reviewing and considering what we can do in regards to search. We will not be updating the search behind Self service center as we have built a new application call Self serve and it is new UX and we want it to be our better user experience. we work on this item and others for the future releases.

Hello

I got a recent mention of this problem by the client, and I wanted to check this current idea I posted initially, to realize it has been one year since its last update. Would you have something new regarding the option to limitation of results and the possible integration of elastic search? Is the idea already planned for a future build, for a 2024 release for example?

Thank you

Update for your idea/rfe

We were able to review it again as we plan our releases. We agree it needs to be actioned but to action it we are considering the best way forward for Lucene search in Control Desk. Thus the work may be larger than just a quick fix. We do have an option to "limit" search results but we are considering Elastic Search.

We are currently planning 2023 and 2024. As soon as I know which future build it can go into I will update, please note we are tracking this and working it as part of our go forward actions with Control Desk.

Hello

Is everything OK about the progression of the current idea?

The last two communications I got about this, both from march 22th, were to ask me to open a CASE support ticket instead (for the first communication that I only saw days later because it was redirected in my junk mail folder) and to ask me to give you aditionnal information for the second communication (the second communication which I saw first).

What can we assume from the current "future consideration" status of this idea currently. Is is a matter of "if" it could be addressedor "when" it could be addressed?

Thank you

Hello

I saw recently that the status of this idea change to "Future consideration" which is good.

But I only saw this morning an email of march 22 17h51 from Melody Bienfang that was redirected in my junk email folder. That email said this (below):

MELODY Bienfang 5:49pm

Thank you for the submitting of the search engine enhancement.

I have spoken to Development and we would very much appreciate if you would create a support ticket as we believe we can provide better response to you through a ticket.

Would you be willing to create the support ticket ? We have advise the Support team of this item.

Kind regards

Product management

The fact is I actually created a CASE support ticket, TS008601781, before submitting the current idea. So please, if a support ticket is still needed, could you reopen that one I just mentionned. Also, thank you in advance to inform me of the folowing of the process to link the idea to an APAR/iFix.

Thank you

Hello

The request for enhancement is to force the search module from the Self-service center to automatically restrain itself within the offering records which is the expected behavior considering it is what is used in the center portion if a user want to create a new service request, what they choose next to that is an offering record.

The mention of the "global search" application was just for comparison sakes in the sense that the search in that application seems automatically restrained to the type of element of the selected tab. For exemple, in that application, if I search "test" after selecting "Search incidents", I don't get the same number of results as if I search the same word, but after selecting the "select service requests" tab. It seems to have an aditionnal application control that filter only what we need depending of the opened tab.

That is not the case in Self Service Center application, in the sense that at the moment we are chosing an offering for a service request to be based on, we can have much less results that the real number of offering containing the searched keyword. From what I understood from a CASE that was opened prior to the opening of the idea, this would be because the search is really global (including incidents, service requests, offerings, etc...) but restricted to a global number of results. There could be some kind of workaround with a change made to the value for the "GlobalSearch.maxCount" system property, but if I refer to an exemple that caused problem for the client in question, it would need to be a number around 700000 for the tested keyword, and it would never be the same depening of the searched keyword. I also think it could lead to slowdown to define a value too bug for that system property also.

The fact there is often much less results with a keyword search in Self Service Center that the real number of results containing the same keyword only among offering records leads to bad offering selections and just waste of time in general for the end users.

Thank you

Thank you for the submitting of the search engine enhancement.

I have spoken to development and reviewed the request and the global search is for different user persona than self service. It is not recommended to share all the back inner workings of the IT work to ensure user experience to be shared with an end user.

Can you advise what use case is it that you are handling that you want to share Incidents, and problems or other record data with the end users? I wish to better understand the use case

Thank you

Product management