Configuring the search and auto-classification functions

Complete the tasks described in this section to enable and configure the search and auto-classification functions in Control Desk.

Parent topic: Configuring the product

Enabling the search and auto-classification functions

About this task

Control Desk includes the following search and auto-classification functions that must be enabled before a user can perform a search or request a classification suggestion for records:
  • The Global Search application in the Service Desk component. This application enables a service desk analyst to search across multiple record types (such as incident, problem, and solution records) for specified text.
  • The Control Desk Search application in the Self Service module. This application enables a customer or other end user to search across multiple record types in both the Service Desk and Service Catalog components for specified text.
  • Attachment Search function in the Solution, Service Request, Incident, and Problem applications within the Service Desk component. The Attachment Search function enables a service desk analyst to search within any one of these applications for records that have attached text files containing the specified search text. The supported default document types are .doc, .txt, .html, and .xml. You can configure the Attachment Search function to add other text file types.
  • Auto-classification function. When classifying or editing a record, you can obtain a classification suggestion for the record. Control Desk analyzes historical record information to provide a suggestion of the classification for newly opened records.

The search and auto-classification functions depend on Lucene indexing of the search objects. To enable these functions, set up a Cron task to create the Lucene index files. Complete the following procedure to set up the Cron task:

Procedure

  1. Log on to Control Desk as an administrator with authority to perform system configuration tasks.
  2. From the Go To iconGo To menu on the Navigation Toolbar, select System Configuration > Platform Configuration > Cron Task Setup.
  3. On the List tab, search for the PmObjSearchCron Cron task.

    To search, open the Filter and type Obj in the filter field in the Cron Task column. Then press Enter.

  4. Click PmObjSearchCron to open the record for this Cron task.
  5. Configure the Cron task as follows:
    1. Select the Active? check box to make the Cron task active.
    2. In the Schedule field, set a time for how frequently the Cron task will run, for example, 5m.
  6. Click Save Save icon to save the record.
  7. Select Reload Request from the Select Action drop down list, check the PmObjSearchCron instance, and click OK to reload the Cron task.

What to do next

The system creates the Lucene index. This process can take some time. By default, the Lucene index files are created in the following directory:

<websphere_install>\profiles\Custom01\objectsearchindex

where <websphere_install> is the installation directory of the WebSphere® application server. The default directory is C:\IBM\WebSphere\AppServer.

After verifying that the Lucene index files have been created, you can begin testing the search and auto-classification functions. Refer to the Service Desk and Self Service sections of the Control Desk Information Center for instructions on how to perform global and attachment searches.


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