Re: Resources Sorting in Smart IT
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)" <arslist@ARSLIST.ORG> on behalf of "Brittain, Mark" <mbritt...@navisite.com> Reply-To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Date: Tuesday, August 29, 2017 at 12:09 PM To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> 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"
Re: Resources Sorting in Smart IT
Articles are always sorted by their relevance as determined by FTS (i.e. by Weight). Regards, Abhijeet From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 30 August 2017 00:40 To: arslist@ARSLIST.ORG 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 [new_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"
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 [new_spectrum] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
