I could be mistaken, but last night-after I'd been here 12 hours on a Sunday
tearing my hair out-but last night I did a search in the KB with the quotes
("view field") and it matched nothing._____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST contractor Sent: Monday, February 12, 2007 10:18 AM To: [email protected] Subject: Re: RANT: Remedy Support Knowledge Base Hi, Norm: When you did put "view field" in quotes, did it return anything of value? I have found that the quotes are ignored. You're receiving a match on most or all of the records because "ReVIEW date:" appears in almost if not all of the articles. After a few tests------ Alright I get it now....when there is absolutely no match inside the articles the Solution Search results shows a 100% match on all articles listed. You gotta think backwards, people. Absolutely no match means 100%. A perfect match shows 5%. Huh?? Try this: 1. Search for "ARERR 90" with quotes with Remedy AR System Server selected as the product 2. 10 results will be returned. 3. All 10 articles will show 100% in the left margin. 4. Randomly, open a few articles 5. Search for ARERR 90 by doing a find on the page (absolutely no matches). 6. Your search has been "OR'd". Sort of. The bottom articles will not list 90 nor ARERR, although it shows 100%. Try the same search without quotes: 1. Search for ARERR 90 without quotes 2. 25 results will be returned. 3. The first few articles show 5% in the left margin. However, it is obvious that it has matched ARERR 90. 4. Randomly selecting articles on the first and second pages shows that the ARERR 90 phrase appears together in every article selected. 5. So why does it show 5% in the left margin? Any insight from those that have found the magic potion? Michelle _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE Sent: Monday, February 12, 2007 9:27 AM To: [email protected] Subject: RANT: Remedy Support Knowledge Base ** Rhetorical question: Why does Remedy lock down the knowledge base to paying customers, anyway? I mean, really-what sense does that make? Other software companies don't do that. I mean, after all, you can't make use of it unless you have valid, paid up licenses, so what sense does it make? Why not post the knowledge base articles on the publicly available web-like Microsoft Technet-and then we could leverage a proper search engine like, say, Google to find articles of value?! The knowledge base search engine is awful. It might work for terms that are very specific like an ARERR number, but if you type in the term "view field" without the quotes, the search engine returns like 800,0000 articles...which defeats the purpose of a search engine. With Google-or any other modern search engine, for that matter-you can put quotes around a term like "view field" and the search engine will look exactly for that, not documents that contain the words "view" and "field" somewhere scattered in the document. That's my rant for today. Norm __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
