For Ticket Search, Smart IT uses Remedy AR System’s Full Text Search engine. It has a Relevancy Ranking algorithm which considers the Search text typed in by the user and the "FTS indexes" fields for Ticket Forms. The relevancy ranking algorithm assigns a "score" to every record searched and the search results are order by decreasing score value.
From: "Action Request System discussion list(ARSList)" <[email protected]> on behalf of "Brittain, Mark" <[email protected]> Reply-To: "[email protected]" <[email protected]> Date: Tuesday, August 29, 2017 at 12:09 PM To: "[email protected]" <[email protected]> Subject: Resources Sorting in Smart IT ** Hi All In Smart IT 1.5 when you display an Incident and select Resources you are presented with a list of KB articles. Does anyone know how the articles are sorted? Is it by KB number, some keyword, weight, age?. Ideally if I have an Incident for a customer, I would like the customer’s specific KB appear first. Any suggestions would be appreciated. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [ew_spectrum] _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
