Can Knowledge Search results be ordered by Title?

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Article ID: 15056

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



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:

<Please see attached file for image>

KnowledgeTabKnowledgeSearchDropdown.png

 

<Please see attached file for image>

KnowledgeTabInIncidentSearchFilterDrodownAllValues.png

Environment

CA Service Desk Manager 14.1

Resolution

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:

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AKdzAAG" alt="AdministrationTabKnowledgeCategoriesSearchOrderByTitle.png" width="1032" height="580">

Additional Information

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