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