Can Knowledge Search results be ordered by Title?

Document ID:  TEC1469181
Last Modified Date:  07/12/2017
{{active ? 'Hide' : 'Show'}} Technical Document Details

Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1

Components

  • Svc Desk KT:SDKT
  • UNICENTER SERVICE DESK RXX:USRD
Question:

Within the Knowledge tab and the Knowledge Management tab, the "Order by" dropdown menu enables the list of search results to be ordered by one of these factors: 

  • Relevance 
  • FAQ rating 
  • Hits 
  • Modify Date
  • Solution Count

Note: Relevance is only included in the menu if you had entered some text in the Search Terms field and then clicked the Search button.

Is it possible to have the list ordered by Title?

Below are screenshots from the Knowledge tab of the main page and from the Knowledge Management tab of an Incident ticket:

KnowledgeTabKnowledgeSearchDropdown.png

 

KnowledgeTabInIncidentSearchFilterDrodownAllValues.png

Environment:
CA Service Desk Manager 14.1
Answer:

Per the product design, the feature that enables ordering the search results by Title is available under the Administration tab (see screenshot below).  The Administration tab is available when running under the Administrator role.

For analysts without access to the Administration tab, the search would be done via the Knowledge tab. When Relevancy is selected in the Order By dropdown, the Title is a weighted factor in the ordering of the list of results. 

The weighting of the Title can be changed for the environment if necessary through the EBR_TITLE_WEIGHT environment variable in the NX.env file. 

Other environment variables that are factors in Relevancy are EBR_SUMMARY_WEIGHT, EBR_PROBLEM_WEIGHT, and EBR_RESOLUTION_WEIGHT.

The following is a screenshot showing that search results may be ordered by Title when the search is done via the Administration tab:

AdministrationTabKnowledgeCategoriesSearchOrderByTitle.png

Additional Information:

Please help us improve!

Will this information enable you to resolve your issue?

Please tell us what we can do better.

{{feedbackText.length ? feedbackText.length : '0'}}/255

{{status}}

Not what you were looking for?

Search Again >

Product Information

Support by Product >

Communities

Join a Community >