The Microsoft Indexing Service™ must first be installed on the web server running the SupportDesk Self Service Portal.
1. Navigate to Start – Settings – Control Panel – Administrative Tools from the Start Menu.
2. Open the Computer Management Console
3. Expand the Services and Applications node and click on the Indexing Service item.
4. Right-click on the Indexing Service node and select the New Catalog option from the pop-up menu.
5. Enter a name for the Catalog such as Company1 and enter the location of the knowledge base content. For this example a basic document was created using Microsoft Word™ and was placed in C:\KnowledgeBase\Company1\
6. Click on the OK button and the new Catalog will be created. If the Indexing Service is running; you will receive the following message:
7. Expand the new Company1 catalog and navigate to the Directories node.
8. Right-click on the Directories node and select the New – Directory option from the pop-up menu.
9. Click on the Browse button and browse for the folder containing the content to be indexed.
10. Ensure that the Include in Index - Yes option is selected and click on the OK button. You will now see that the specified directory has been included in the Catalog.
11. If your specified content directory does is not already a sub-folder of the SupportDesk Self Service Portal web directory then you must now ensure that the catalog is web-shared on your application web server. To do this; locate the root folder for your knowledge base (i.e. C:\Knowledgebase\) or catalog (i.e. C:\Knowledgebase\Company1\) using Windows Explorer™ and view its properties.
12. Navigate to the Web Sharing tab page and click on the Share this folder option.
13. Click on the OK button and a new virtual directory will be created on your selected web site which acts as a pointer to the specified knowledge base folder.
14. Click on the OK button and return to the Computer Management window.
15. Right-click on the new catalog and select the Properties option from the pop-up menu.
16. Click on the Tracking tab and select the web site that the catalog should run under using the WWW Server drop-down list and click on the OK button.
17. Right-click on the Indexing Service node and select the Stop option from the pop-up menu.
18. Again, right-click on the Indexing Service node but this time select the Start option from the pop-up menu. You may be prompted by the following dialog:
19. From within the new catalogs Directories node, right-click on the new content folder and select the All Tasks – Rescan Full option from the pop-up menu.
20. Click on the Yes button and the Indexing Service will begin scanning the specified directory to create an Index of the directories content. This can take a while to complete depending on how much content there is to be indexed but generally, this process is quite quick.
21. After a few minutes, refresh the view and you should see that additional virtual directories have been indexed in our catalog.
22. This happens because our knowledge directory was shared on our web server and so additional virtual directories (at the same level) are now appearing also. To stop the content of these additional folders being shown when users search the knowledge base, you must double-click on each unwanted item in turn.
23. From the properties dialog, ensure that the Include in Index option is set to No and click on the OK button. This will exclude the specified directory from our catalog so that users cannot search against it.
24. When you have finished, the catalog will look something like this:
25. It will now be possible to test the catalog by conducting a search against it. Simply click on the Query the Catalog node beneath the catalog.
26. Enter a search criteria into the box provided and click on the Search button. The results will be shown below and in this example, you can see that our example knowledge base document for company 1 has been shown:
Note:
If you do not receive any results, it is possible that the Indexing Service has not yet indexed the content. Therefore, you should wait for a while and try again.
27. Repeat the procedure for each subsequent catalog that is required and update the required Customer Settings Group from within the SupportDesk Setup Console so that each group is configured to use the required catalog.