Possible next steps in case a template falls outside these chunk sizes: Smart IT server then removes any duplicates within the top 200 results and returns the top 100 matches to the client for searches performed while creating an incident, and the top 20 results for template searches initiated by using the '!'-accelerator. Smart IT requests only the top 200 results for these queries, so any templates outside the top 200 are not displayed. SELECT Template_Id,Template_Name,Company FROM HPD_TemplateCompany_Join_Inner WHERE Status_Template = 1 AND Template_Name LIKE '% %' AND Company IN ('- Global -',' ',' ',' ',' ') ORDER BY Template_Name Company-driven (where the templateSearchByAuthoringGroup parameter is set to false ): If required, Section 3 of this blog includes information to find the companies to include in the search:.SELECT DISTINCT HPD_Template_ID, Template_Name FROM HPD_TemplateSPGAssocLookup WHERE Status_Template = 1 AND Login_ID = ' ' AND Template_Name LIKE '% %' ORDER BY Template_Name ASC SELECT HPD_Template_ID, Template_Name FROM HPD_TemplateSPGAssocLookup WHERE Status_Template = 1 AND Login_ID = ' ' AND Template_Name LIKE '% %' ORDER BY Template_Name ASC Smart IT 19.02.01 HF1 and earlier versions: Support Group driven (where the templateSearchByAuthoringGroup parameter is set to true ):.Note: Section 4 of this blog provides an overview of the join hierarchy for both these forms.ĭepending on Smart IT version and system configuration, perform the suggested SQL query against the AR System database to check if the affected template may fall outside the chunk sizes used by Smart IT Server: Check for any customizations in the structure (join conditions) of the join forms referenced earlier.Adjust the access via the Authored For Groups tab of the template, where required.Possible next steps based on the observed results: Use the information in Section 1 of this blog to understand which companies are considered in an incident template search and if this can explain why a template is displayed or not displayed for a specific agent in Smart IT. The resulting records show the companies that are set up with access to this template. 'Company' driven (where templateSearchByAuthoringGroup parameter is set to false ):Īdvanced Search: 'Template Name*' = " " AND 'Template Status*' = "Enabled".If no records are returned, the template does not appear in Smart IT template searches for this user. If records are returned, the Support Company 2, Support Organization 2 and Support Group Name 2 fields are shown on the basis of the organization or organizations for which the user has access to the template. Support Group driven (where templateSearchByAuthoringGroup parameter is set to true):Īdvanced Search: 'Login ID' = " " AND 'Template Name' = " " AND 'Template Status' = "Enabled".This is a known issue (SW00556173), which is fixed in Smart IT 19.02.01 and higher.įor the workaround for this issue, see the knowledge article in the Reference column.Īs an administrator, perform an advanced search in Mid Tier on the indicated form depending on system configuration: Recommended template search in Smart Recorder With Smart IT debug logs enabled, you can see that the Multi-Form Search returns articles, but a null value shows as GUID, causing the step to retrieve the additional incident details to fail:Ĭ.b.b.m.s.u.SearchServiceHelper | Received result from rkm-integration-service - 5Ĭ.b.b.m.s.u.SearchServiceHelper | Start filling search result with additional information needed.Ĭ.b.b.m.s.u.SearchServiceHelper | Generating qualification to get list of entires using list of GUIDsĬ.b.b.m.s.u.SearchServiceHelper | GUID - nullĬ.b.b.m.s.u.SearchServiceHelper | Done with fetching additional information about the INC-TEMPLATE search result items. Get advanced call recorder to reindex how to#For information on how to perform such searches in Mid Tier, see this task in the Diagnosing and reporting an issue section. The templates can also be found in MFS:MultiFormSearch for the HPD:TemplateSPGAssocLookup form in Mid Tier. Incident templates are available in other sections of Smart IT. No incident templates are available in the Recommended templates section of Smart Recorder for any search.
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