Employee Portal Search > Services - result ordered by Service Id ascending and not by relevancy

[Martyn Houghton]

When searching for a Service via the Employee Portal, it has the same issues as per the Customer Portal with the resulting matching services always displayed in serviceId ascending order rather than search results relevancy. Therefore your new services will always be at the bottom of the results list, no matter how precise you make your search criteria, making it hard for customers to use the search facility to locate the correct service to log requests under.

Can the search results apply common practice and display the results in relevancy order.

Cheers

Martyn

 

 

[AlexTumber]

@Martyn Houghton thanks for your post.

I'll feed this back to our development team. I agree, it makes no sense here for the results to be ordered by service first.

Alex

[Martyn Houghton]

@AlexTumber

Thanks for the quick response.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

I believe that an update for this was applied to the recent Service Manager update (Build 2961).  

I hope this helps.

 

[Martyn Houghton]

@James Ainsworth

Just checking if this change will apply to both Employee and Customer Portals?

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Yes, this will apply to both the Employee Portal and the Customer Portal.

[Estie]

Hello @James Ainsworth - Do you know if this update went ahead?

I have some related questions.

One of our users has tried searching using the below search and I am confused by the search results - they don't seem to be relevant in the 'All' search, and are more relevant in the 'Catalog item' tab - see screenshots below.  

How are the results ordered?  Is it relevance and then alphabetical?
How is relevance determined?
Would this search be looking for all the words typed into the search bar - or is it individual words?
Do the results depend on any tags used in the resulting items?

Also is it possible to configure the tab order and/or wording of the results?
For example:

- To show FAQs first in the list of results rather than Services
- Rename 'Catalog item' to make it more user friendly for those customers who do not know what a catalog item is? e.g 'forms' or something similar.

Sorry lots of questions - appreciate any advice to make our search more relevant as haven't found any documentation on this so far.

Thanks

Search on home portal:

Brings up 'All' results with IT Projects and Consultancy first

 

Switching to 'Catalog item' tab gives more relevant results

 

[James Ainsworth]

On 03/11/2023 at 04:32, Estie said:

Also is it possible to configure the tab order and/or wording of the results?

Hi Estie,

There isn't currently any configuration option for changing the order of the tabs.  Can you explain what you mean by changing the wording?  

[James Ainsworth]

On 03/11/2023 at 04:32, Estie said:

Do you know if this update went ahead?

Yes it did.  Maybe @Martyn Houghton could confirm if the change has provided his original requirement specified in the original post.

[Steve Giller]

On 03/11/2023 at 11:32, Estie said:

they don't seem to be relevant in the 'All' search, and are more relevant in the 'Catalog item' tab

If it helps, the "All" tab shows the first 5 answers for each of the sub-headings in order.

So of you scroll down you'll see the first 5 of the FAQ results, then the first 5 Catalog Items etc.

[Estie]

14 hours ago, James Ainsworth said:

Hi Estie,

There isn't currently any configuration option for changing the order of the tabs.  Can you explain what you mean by changing the wording?  

@James Ainsworth - Hi I mean change 'Catalog item' tab to something like 'Forms' or 'Request Forms' as most users would not understand what a catalog item is, given that it is more of an administrative term.

@Steve Giller - thanks, this doesn't explain how the relevance is determined.  If there is a more relevant item in the 'Catalog Item' would it be possible to show that first in the 'All' list?

[Steve Giller]

3 hours ago, Estie said:

If there is a more relevant item in the 'Catalog Item' would it be possible to show that first in the 'All' list?

The five most relevant Catalog Items are shown in order under the Catalog Item section of the "All" list - if that mixed Services, FAQs, CIs, KEs, and Requests in one long list with no separation that would be incredibly confusing.

[James Ainsworth]

On 08/11/2023 at 01:59, Estie said:

I mean change 'Catalog item' tab to something like 'Forms' or 'Request Forms'

It is interesting that it is labelled 'Catalog Item' as the default translation is 'Service Request'.

The translation string is guest.page.widget.search.service-request which can be found in the User Interface Translations