Adjust the Knowledge Document (KT) Weighting in Service Desk

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

How can I adjust the weighting of the search criteria for the Knowledge Tools search results?

 

This KB explains how to manipulate the order of the customers Knowledge Documents search. 

Environment

Release: 17.3 or higher
Component:  CA Service Desk Manager

Resolution

You can change the weight of the title, summary, problem, and resolution areas within the NX.env file located in your Service Desk install directory at the section outlined below:

# Text field weights for calculating of document relevance for Keywords 

@EBR_TITLE_WEIGHT=16 
@EBR_SUMMARY_WEIGHT=6 
@EBR_PROBLEM_WEIGHT=4 
@EBR_RESOLUTION_WEIGHT=1 

These are the default values for these fields

Additional Information

How are Knowledge Documents sorted by Relevance?

https://knowledge.broadcom.com/external/article?articleId=16049