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Overview
TeamDynamix (TDX), the IT ticketing system used by MSU IT has a built-in Knowledge Base (KB) that holds numerous articles that range from describing the services that MSU IT provides and how to use them, to self-service guides how to resolve identified common issues. This article will describe the various places and ways you can search the information stored in the KB. First, an explanation of a couple key concepts that related to these searches.
Search Logic - AND vs OR
When you search, you have the ability to type multiple words into the search field. The system will handle those words differently depending on the search logic it uses:
- AND: under AND logic, the system, by default, will only return items that have every single word you entered in them. So if you search for spartan zebra, only articles that have both words, spartan AND zebra will be returned. Since no items currently have both of those words, the search will return 0 results, even though numerous articles have the word spartan in them.
- OR: under OR logic, the system, by default, will return all articles that have at least one of the words you entered in them. So if you search for spartan zebra, it will return all articles that have spartan in them. The fact there are no articles with zebra in them will not prevent the other articles from being returned.
Look Ahead Searching
Look ahead searching is when the system is checking what you are typing in real time and updating a dynamic list of potential matches that appear like a drop down box under the search field. If you see an article that you want to open you can select it directly from the look ahead list. Be aware the look ahead function only shows up to five matching items in its list, even if there are many more than that available. You can submit your search to get the full list of matching articles, not just those that appeared in the look ahead list.
Search Operators can Change Default Behavior
The default behavior of a search can be modified by using search operators. A search that normally defaults to AND logic can be changed to OR logic by typing pipe characters " | " between the search terms. See KB 32 for the full list of search operators you can use.
Why This Matters
Depending on which search method you use, the search logic may be either AND or OR, look ahead searching will or will not be available, and the set of operators you can use will be different. There are two primary places to search the KB:
- From the top-right search field in the Client Portal and KB; or
- From the Search tab in the KB.
A quick comparison of these search methods shows the differences:
| Top-Right Search Field |
Search Tab in KB |
| AND search logic |
OR search logic |
| Allows look ahead |
Does not allow look ahead |
| Multiple search operators allowed |
"" is the only search operator allowed |
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Searching from the Top-Right of the Client Portal and KB
As shown in the screenshot from the "Why this matters" section, near the top-right corner of both the Client Portal and the KB you will find a field that says: Search the client portal. This field uses AND logic for its search, and provides dynamic results in a look ahead drop down box that updates in real time while you type your search. You can override the AND logic by using pipe characters between each word. For example, typing spartan | zebra will return any article that has either word in it, just like OR logic would do. The screenshots below demonstrate the AND logic of this field by showing results when only spartan is in the field, and showing no results when spartan zebra is in the field. See KB 32 for the full list of search operators you can use.
Spartan look ahead example screenshot
Spartan zebra look ahead example screenshot
You can also see the AND logic at work in the resulting URL if you submit your search from the top-right field. Notice in the example below that the search is added to the end of the URL as spartan+zebra. Of note also is that if you go to the results page after entering your search from the top-right field, any search conducted from that results page will use the same AND logic and provide look ahead results. It looks similar to the Search tab, but acts just like the top-right field.
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Searching from the Search Tab of the KB
In the menu bar of the KB, there is a tab called Search. If you are logged in to a MSU account you may have more tabs to choose from, but should still have the option for Search. Select Search to enter the tab. You can then enter your search terms in the Search field. This search uses OR logic and does not provide look ahead results. The only operator you can use to modify this search type is using "" to enclose a phrase. This will restrict the search to only return articles that contain that exact sequence of words you typed within the quotes.
Spartan zebra results screenshot
"Spartan zebra" results screenshot
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