SAP Solution Manager SP23

Service Desk
Full-Text Search in Support Messages

SAP Solution Manager Release 7.0 SP 23

Active Global Support

SAP AG
Agenda

1 Introduction Full-Text Search in Support Messages

2 TREX Search Methods in Detail

3 How to Use Full-Text Search

4 How to Set up Full-Text Search in Service Desk

5 Architecture and Hardware Requirements for TREX Search Engine

 Full-Text Search in Support Messages
Introduction

Full-Text Search within Service Desk

 New with SP23: Use queries to search within long text of support messages
 You can install TREX (Text Retrieval and Extraction) to search for specific terms in the long text of your support
messages
 You can perform complex searches by defining queries or entering selection criteria directly
 You can filter by status, date created, and business partner ID, for example
 When you select a message in the list, the system displays message details below the list, for example, the long text
with the description of the problem

TREX Search Methods for Full-Text Search

 The full-text search gives different results depending on the search method used
 You can use the following search methods for the full-text search:
 Linguistic Search: You can search for words that represent a linguistic variant of the search query, such as language
variants of the search term. All grammatical forms of the search term will be listed on the result page (i.e. plural,
singular and flexion). For example if you enter mice, the system also looks for mouse.
 Fuzzy Search: This search method is error-tolerant and also includes similar search terms. You can search for words
or phrases that are spelled like the search phrase, according to an adjustable editing-distance similarity criterion. You
get results even for misspelled queries. The fuzziness is adjustable, , which means you can define how tolerant the
search should be. For example if you enter presidant, the system also finds documents that contain president.
 Exact Search: This search method only finds incidences of the exact search term for individual words or phrases. You
find only documents that contain exactly the search term or phrase that you entered. You can also use placeholders
with this search method (?, *).
 Exclude Phrase: This search method excludes complete phrases, you don‟t want to have listed on the result page.

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 Full-Text Search in Support Messages
TREX Search Methods in Detail

Fuzzy Search
 Fuzzy or error-tolerant search is a more sophisticated TREX search engine function
 Fuzzy search provides more flexibility than exact search by finding approximate matches for the search terms
 These matches have similar spelling to the search terms: they can be transformed to the search terms by a pre-specified
number of single-character changes
 You can set this “editing distance” measure of similarity to tolerate more or less error or fuzziness
 Fuzzy or error-tolerant search is especially useful if you are not sure of the exact spelling of a word, if you make a spelling
mistake when entering a search term, or if a spelling mistake has been made in the document that you are looking for
 Examples: A search for <presidant> (typing error) also finds documents that contain the correct spelling “president”. A search
for <Meier> also finds “Meyer” and “Maier”.
 Fuzzy search is used to implement a “Did you mean …” feature that suggests an alternative search term if the entered term
looks like a misspelling of a similar term

Linguistic Search
 Linguistic search finds matches that are related to the search term only via some linguistic transformation, such as singular to
plural for nouns or past to present tense for verbs
 The search algorithm reduces the search term to a word stem, then searches for all variants with this stem
 Example: A search for <mice> also finds “mouse”. A search for either <mouse> or <catch> can find a document containing the
sentence “The traps caught the mice”.

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 Full-Text Search in Support Messages
How to Define Queries to Search in Long Text (1)

Queries - Incident Management Work Center

1. Open the Work Center „Incident Management‟ in your SAP Solution Manager
2. Call the “Queries” tab
3. Define a new query

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 Full-Text Search in Support Messages
How to Define Queries to Search in Long Text (2)

4. Select the object type “Message Advanced Search”

5. Continue with “Next”

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 Full-Text Search in Support Messages
How to Define Queries to Search in Long Text (3)

6. Enter the search term

7. Select the search method:
- Exact Search
- Exclude Phrase
- Fuzzy Search
- Linguistic Search
8. Continue with “Apply”

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 Full-Text Search in Support Messages
How to Define Queries to Search in Long Text (4)

9. Enter a meaningful query description

10. Select a category
11. Continue with “Finish”

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 Full-Text Search in Support Messages
How to Change and Personalize Queries (1)

You can change a query and personalize the

search criteria, for example if you prefer a
specific search method or a specific time period
1. Go to “Change Query”
2. Click on “Criteria Personalization”

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 Full-Text Search in Support Messages
How to Change and Personalize Queries (2)

3. Maintain additional personalization per

criteria
4. Click on “Apply”
5. Enter your specific query criteria, for
example the field „created on‟ if you want
to search within a specific period of time
6. Continue with “Apply”

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 Full-Text Search in Support Messages
How to Delete Queries (1)

If you want to delete a query:

1. Go to the start screen and click on “Personalize”
2. Select the query you want to delete
and click on “Remove”

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 Full-Text Search in Support Messages
How to Delete Queries (2)

If you want to delete a query:

3. Select the query and click on “Delete Query”
4. Continue with “Apply”

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 How to Set Up Full-Text Search for Service Desk

Installation of SAP NetWeaver Search and Classification Engine (TREX)

 For installation and update documentation of SAP NetWeaver TREX 7.0 and SAP NetWeaver TREX 7.1., see SAP Service
Marketplace at http://service.sap.com/trex
 For installation documentation of previous TREX releases, see SAP Service Marketplace at http://service.sap.com/instguides
 For TREX administration and configuration documentation, see SAP Help Portal http:/help.sap.com -> Search and
Classification (TREX)
 Please note: software license of TREX search function is included in SAP NetWeaver Knowledge Management (there is no
extra charge if you already have a SAP NetWeaver installation)

Configuration of Full-Text Search within IMG

 Set up remote connection between TREX search engine and SAP Solution Manager
 Create an RFC connection to your TREX with the TREX admin tool
 Maintain the RFC connection in the Solution Manager Implementation Guide (IMG) of type T (TCP/IP)

 Configure the full-text search and the knowledge database for Service Desk in SAP Solution Manager
 Configure the Software Agent Framework (SAF) and set-up the search machine and knowledge database
 Compile the initial index for messages (CRM_OBJECT) and/or problems and solutions created (SDB)
 Activate action for delta compilation (only for CRM_OBJECT messages) and schedule delta compilation background
job

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 Configuration of Full-Text Search within IMG

1. Set up Remote Connection between TREX Search Engine and SAP Solution Manager
1. Open the SAP Solution Manager Implementation Guide (IMG) using transaction SPRO
2. Call SAP Solution Manager -> Cross-Scenario Settings -> TREX Setup
3. Follow the instructions within the IMG activity documentation, which explains how you can maintain the
RFC connection of type T (TCP/IP) in the Solution Manager

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 Configuration of Full-Text Search within IMG

2. Configure Full-Text Search and Knowledge Database for Service Desk

1. Open the SAP Solution Manager Implementation Guide (IMG) using transaction SPRO
2. Call SAP Solution Manager -> Scenario-Specific Settings -> Service Desk -> Full-Text Search
3. Follow the instructions within the IMG activity documentation, which explains how you can configure the
Software Agent Framework (SAF) and set-up the search machine and knowledge database

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 Architecture and Hardware Requirements
for TREX Search Engine (1)
Architecture
 Three main kinds of installations can be distinguished:
 Small: TREX is installed on a PC or shares a server with other applications. This is sufficient for up to about 100 000
documents or 1 million data records
 Medium: TREX is installed on its own host in a small networked landscape. This is sufficient for up to about 1 million
documents or 10 million data records.
 Large: TREX is installed on several servers in a large distributed landscape. This is sufficient for 10 million or more
documents or data records.
 In each case, the volumes cited are for MS Office documents up to about 100 KB or text documents up to 10 KB on average
 Individual data records for the attribute engine are much smaller
 TREX can work with 1 billion data records
 TREX 7.0 or 7.1 is enabled to run in an adaptive computing environment featuring high availability and dynamic scaling with
highly automated administration

Hardware
 Depending on the application scenario, when running under Windows, TREX requires approximately the following hardware:
 Small: PC with P4 class CPU (with clock speed at least 1 GHz), 1 GB RAM, and 20 GB hard drive. If TREX shares a
server, it needs at least 1 CPU, 1 GB RAM, and 20 GB storage for itself.
 Medium: Server with 2 P4 class CPUs, at least 4 GB RAM, and 40 GB storage. These requirements are doubled if
TREX runs together with SAP Enterprise Portal, SAP R/3, or SAP CRM.
 Large: Servers with a total of at least 4 P4 class CPUs, 8 GB RAM, and 120 GB storage. For very large applications,
TREX can use 24 or more blade servers.
 Hardware requirements for other operating systems are similar
 TREX 7.0 or 7.1 has been developed to run smoothly on blade server hardware

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 Architecture and Hardware Requirements
for TREX Search Engine (2)
Operating System
 TREX runs under Linux, MS Windows, HP-UX, AIX and Solaris
 TREX 7.1 supports the platforms Microsoft Windows 2003-64 on x64 processors and Linux on x64 processors
For more information, see SAP Note 965097 (TREX 7.1 platforms) or the Product Availability Matrix (PAM) on SAP Service
Marketplace at https://service.sap.com/pam
 TREX 7.0 supports the platforms Microsoft Windows 2003 32-bit (and 64-bit Windows in 32-bit compatibility mode), SUSE
and RedHat Linux , AIX, HP-UX, and Solaris
For more information, see the Product Availability Matrix on SAP Service Marketplace at https://service.sap.com/pam
 General information to TREX could be find on SAP Service Marketplace at https://service.sap.com/trex

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 Thank you!

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