Finding Solutions

In the Self Service Center you can use the Browse Solutions option or the search field to find a solution to resolve an issue.

Access to solutions is determined by your security group.

When you click a solution, a window opens that displays details about the solution and related attachments, such as documents or Web pages.

If you do not find a solution to your issue, you can create a service request. You can also rate the solution.

Clicking Browse Solutions lets you browse through existing solutions based on search categories.

You can also enter text in the search field to find a solution. Solutions that match the characters that you enter are displayed. For example, if you type "keyb," results that include the word "keyboard" are displayed before you finish typing the word or click Search. At any time you can click a solution in the list to open it.

Solution search results are listed in order based on how often they are applied by Self Service users and their rating. Only solutions that have the Self Service Access option enabled in the Solutions application are displayed.

The Self Service Center uses the Lucene search engine, which searches the following attributes of all Solutions, Offerings, and Quick Inserts:

Table 1. Attributes used in searching for solutions
Object	Attributes searched
Solutions	Description Long Description Classification Symptom Cause Resolution Type Keywords Solution ID Class CI Asset Number
Offerings	Description Long Description Commodity Commodity Group Keywords Offering ID
Quick Inserts	Description

Lucene search tips

The following table provides information about Lucene search syntax.

Table 2. Lucene search tips
Type of search	Example
Single term	To search for a single term, enter a single word such as `test` or `hello`.
Phrase	To search for a phrase, enter a group of words surrounded by double quotes, such as `"test for"`.
Wildcards	? wildcard To search for a single character in a string, use the question mark ? wildcard. For example, entering `c?ll` returns results with cell and call. * wildcard To search for multiple characters in a string, use the asterisk * wildcard. For example, entering `micro*` returns results with microbe and microscope. Note: By default, use of a wildcard at the beginning of a search is disabled in Lucene searches because of performance consequences.
Word stemming	To search for matches to a stem or root form, enter the stem. For example, entering `custom` returns customized, customizing, customs, and customer.

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