Configuring search options for Lucene

Self Service Center displays solution records that users can view when trying to resolve issues. Self Service Center uses the Lucene search engine to find solutions. To ensure that searches are effective, configure solution records for your users and set up cron tasks to index solutions in a timely manner.

Parent topic: Configuring search options in Control Desk Service Portal

Creating solutions for users

About this task

A solution is a predefined response to a commonly asked question or problem. A solution record defines a symptom, a cause, and a resolution. Use the Solutions application to create and manage solution records within a Service Desk environment.

Procedure

To create solutions for users, log in to the IBM® Control Desk user interface as an administrator and go to Service Desk > Solutions.

When you create solutions, select the check box Include this Solution in the Self Service Center and set the status of the solution to Active to ensure that the solution is available for Self Service Center users.

For detailed information about creating and managing solutions, see Solutions.

Configuring Lucene search index schedules

About this task

By default, IBM Control Desk specifies that Lucene search indexes are run every 24 hours. You can change this schedule to suit your business needs. When first implementing the Self Service Center, you can schedule the index to run quickly for your users. For example, you can schedule the cron task for an interval of 5 minutes to ensure that solutions are available for your quickly.

Complete the following steps to specify a schedule for Lucene indexing.

Procedure

  1. Log in to the IBM Control Desk user interface as an administrator and go to System Configuration > Cron Task Setup.
  2. To search for the PmObjSearchCron cron task, in the Cron Task field, type PmObjSearchCron and press Enter.
  3. Select the PmObjSearchCron cron task.
  4. In the Cron Task Instances section, click Set Schedule to set an indexing schedule and click OK.
  5. On the Cron Task tab, select Active for the cron task. To track whether the task is running correctly, you can also select Keep History.
  6. Save the changes.
  7. From the More Actions menu, select Reload Request to add the request to the cron task queue.
  8. In the Reload Request window, select the PmObjSearchCron cron task and click OK.

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