Knowledgebase Article

Setting Up Global Search Options in

BMC ServiceDesk on Force.com
Version 20.10.02.019
Virginia Leandro
15 September 2010


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Setting Up Global Search Options
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Table of Contents
Global Search ___________________________________________________________________________________________ 3
Global Search Settings ........................................................................................................................................................................... 3
Searching Documents ............................................................................................................................................................................ 4
Using Global Search ............................................................................................................................................................................... 8
Additional Information about Salesforce Documents ............................................................................................................................ 9



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Document Information
Version: 1.0
Created by: Virginia Leandro
Last Modified on: 1 4 September 2010
Modified by: Virginia Leandro





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Global Search
Global Search allows the user to search for information that might help resolve issues or provide additional information.
Items that can be searched are:
Incidents
Tasks
Broadcasts
Configuration Items
Documents
Google
Global Search Settings
Global Search Settings allows you to configure those modules (such as Incidents and Tasks) that you would like to
have indexed.
By default, the Incident module and the two fields Incident Description and Incident Resolution are configured to be
part of this global search. To add other modules, do the following:
1. Log into BMC ServiceDesk on Force.com. You should be on the products home page. If not, click on the link
or tab from the Salesforce UI.
2. Navigate to Configuration | Configuration | Global Search Settings

3. As you can see above, Incident is already added and its two fields, Incident Description and Incident
Resolution have been added.


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4. Click on the plus sign ( + ). A new line will be added and it will have a drop down. You can select any number
of modules. For this example, well select Task.


5. Double click under Data Field and a new drop down appears. Here you can select the fields to be included in
the Global Search. For this example, well select Task Description and Task Resolution.

6. Click on the Save icon.
Now, if a user does a search from within Global Search, Incident Description, Incident Resolution, Task
Description, and Task Resolution will all be part of that search.
Searching Documents
For many customers knowledge or information may be stored in documents (such as Word, Excel or PDFs). In this
case, Salesforce provides a platform for you to upload your documents to become a part of the BMC ServiceDesk on
Force.com Global Search.
1. From the BMC ServiceDesk on Force.com home page, click on Home. This will take you to the main
Salesforce Administration user interface.
2. Click on the All Tabs tab:



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3. Scroll down until you find Documents. There are two items listed. You want the Documents that has the page
icon:

4. Click on New.



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5. Complete the requested information. Below is an example. Be sure and select Shared Documents for the
Folder. Otherwise, the documents will not be included in the Global Search.

In addition, youll notice that you can create a reference link to the file. Please note that if you elect to do this,
Global Search, will search the Document Name or any Keywords you define; but the link and document itself
will not be part of the index.
Note: The Path URL to reference does not support spaces. If you have folder names that contain spaces
you will need to repace the space with %20. For example, a file path of:
//mymachine/C:/My Name/Salesforce Documents/file.doc
would have to be entered as:
//mymachine/C:/My%20Name/Salesforce%20Documents/file.doc


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6. Click Save.

As you can see, there are a number of additional actions you can take for the document such as Editing the
Properties, Replacing Document or Emailing Document.
Now that the document has been uploaded to Salesforce, the document can now be searched from within BMC
ServiceDesk on Force.com using Global Search.


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By the way, the number of documents are limited by the amount of File Storage your Salesforce Organization has
been configured. You can manage your data storage by navigating to Setup | Administration Setup | Data
Management | Storage Usage. Below is only a partial shot of the Storage Usage; there is other useful information
displayed on this page:



Using Global Search
Now that all the elements are in place, lets have a quick look at using Global Search.
1. Log into BMC ServiceDesk on Force.com. If youre not on the product home page, click on the link or tab from
your Salesforce UI to get to the application.
2. Navigate to Workspaces | Incident Management | Global Search.


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3. Here you can type in your search string and perform your searches. You can also click on Settings to limit the
search to Search Support Content, Search Support Documents, or Search the Web:


Clicking on the result will facilitate opening the document or site into a new tab within your browser.
Note: Documents are only searchable from BMC ServiceDesk on Force.com and not from Self Service at this
time. Self Service utilizes the FAQ (Frequently Asked Questions) module of BMC ServiceDesk on Force.com.

Additional Information about Salesforce Documents
There are a couple of additional pieces of information to be aware of for Documents in Salesforce.
Salesforce.com automatically determines if the contents of a document can be searched. If the
Document Content Searchable property is checked on the document, then its contents have been
processed successfully and can be searched. If your document is large, it may take several minutes
before Salesforce.com searches the contents of a document and marks the Document Content
Searchable property.
The contents of documents that exceed the maximum sizes are not searched; however, the document
fields are still searched (such as Keywords). Only the first one million characters of text are searched.
Text beyond this limit is not included in the search.
For more information, please see the Salesforce Help:
https://na7.salesforce.com/help/doc/user_ed.jsp?loc=help&target=docs_def.htm&section=Documents






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