Configure keyword searching in Dispatcher Workspace
Summarize
Summary of Configure Keyword Searching in Dispatcher Workspace
This guide explains how to set up keyword searching in Dispatcher Workspace using ServiceNow® Zing, which enhances your ability to quickly find tasks and resources by delivering relevant search results based on your keyword inputs.
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Key Features
- Zing Search Engine: Utilizes fast indexing and relevance scoring to prioritize search results based on frequency, proximity, and specific indexed fields like titles and short descriptions.
- Keyword Support: Dispatcher Workspace supports Boolean operators (AND, OR), exact phrase searches with quotation marks, and wildcard characters for flexible searching.
- Indexing Scope: Ensure the required tables are indexed for effective searching. This includes validating the presence of specific tables if using Territory Planning.
- Language and Punctuation: Zing indexes content based on language and considers certain punctuation marks to enhance search accuracy.
Key Outcomes
By configuring keyword searching in Dispatcher Workspace, you can expect:
- Increased efficiency in locating relevant tasks and resources.
- Enhanced search flexibility through the use of various keyword features.
- Improved user experience with quick and relevant search results tailored to your specific needs.
Use specific keyword formatting, powered by ServiceNow® Zing, to quickly locate tasks and resources in Dispatcher Workspace.
How Zing search works
Dispatcher Workspace uses ServiceNow® Zing, ServiceNow®'s text indexing and search engine, to deliver fast results ranked by relevance. Zing search engine logic yields fast results and emphasizes relevancy scoring. Relevancy scores include frequency and proximity weighting. Scores also include weighting for specific indexed fields such as title, short description, and metadata. For more information on Zing, see Zing text indexing and search engine.
Indexing scope and prerequisites
Before relying on keyword search, review how your instance indexes tables, attributes, and values and confirm that the required tables are included. For more information, see Configure a table for indexing and searching.
Some fields are excluded from text indexing. For more information see the “Fields excluded from text indexing” table in Configure a table for indexing and searching.
sn_tp_territorysn_tp_territory_membership_override
Language and punctuation considerations
Zing indexes words based on the language of your content. Review the rules for how Zing indexes words in Zing indexes words.
Zing indexes some punctuation marks as part of some words to improve search results for common search terms. For more information, see Zing indexes punctuation as part of some words.
Supported keyword features in Dispatcher Workspace
- Boolean operators, like AND and OR, but they must be used in capital letters. There are more Boolean operators used as well, for more information, see Boolean operators allow conditional search results.
- Exact phrase searches denoted by quotation marks. For more information, see Quotation marks allow exact phrase searches.
- Single-character and multiple-character wildcards, denoted by characters like %. For more information, see Wildcard characters allow searching for patterns and variations.
The table below shows what tables Zing searches when you use keywords based on the setting or configuration you have.
| Table name | Only Dispatcher Workspace | Territories enabled | Crew plugin active | Equipment plugin active | Contractor plugin active |
|---|---|---|---|---|---|
| sys_user | |||||
| sys_user_group | |||||
| sn_tp_territory | |||||
| sn_tp_territory_membership | |||||
| sn_fsm_resource | |||||
| wm_crew |
For examples on how to use Zing keywords in Dispatcher Workspace, see Searching in Dispatcher Workspace examples.