Working with Items → Using the Knowledge Base and Public Folders → Accessing the Knowledge Base → Searching the Knowledge Base

Searching the Knowledge Base

Depending on your privileges, you can search for problems and resolutions in the Knowledge Base using the Search Knowledge Base page.

To search for problems and resolutions:

  1. In the navigation pane, open the Search view and click the Knowledge Base link.
  2. From the Search in Table drop-down list, select the Problems or Resolutions table.
  3. Use the following options in the Content area to filter your search:
    Field Description
    Keyword(s)

    Use the Keyword box to search for information in Text fields that are set up for keyword searching by your administrator. Keyword searches typically apply to the Title and Description fields, but may include other fields as well.

    For multiple keywords, separate each word with a space. To find an exact phrase, enclose the phrase with quotation marks. To find all items, leave the box empty.

    Asterisks (*), percent signs (%), and underscores (_) serve as wildcard characters. A wildcard character matches zero or more consecutive characters.
    Match All Select this option to search for a match to all the keywords that you typed. This is also referred to as an "and" search, meaning that if you type in two keywords, items containing both those keywords are returned.
    Match Any Select this option to search for a match on any of the keywords that you typed. This is also referred to as an "or" search, meaning that if you type in two keywords, items containing at least one of those keywords is returned.
    Put Search Parameters in Footer Select this check box to include your search criteria at the bottom of the Search Results page. If you save your search results as a Listing report, select this check box to include your search criteria in the Footer box on the Listing report form. This check box is selected by default.
    Note: The content in the footer does not automatically update if you modify the saved report's search criteria. Therefore, if you modify the report's search criteria, consider updating the report footer as well to reflect the changes you made to the report.
  4. In the Fields area, specify search criteria for individual fields. Your administrator determines which fields are available for searching on this form. For tips for specifying search criteria for fields on this form, refer to Tips for Searching in Fields on the Advanced Search Page.
  5. Click Search. Items matching your search criteria are listed on the Search Results page.
  6. To save your results as a report, click the Save as report link. The Create Listing Report form opens with your search criteria pre-populated.

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