CA Support Search Help File - CA Technologies
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CA Support Search

 Table of Contents

CA Support Search - Introduction
   Selecting a MATCH
   Selecting what to INCLUDE
   Determining the SCOPE of the search
   Performing a search by Scope:
Performing a Basic Search
   Basic Search Steps
Performing an Advanced Search
   Advanced Search Steps
Defining your Preferences
   Setting Preferences
Saving your frequently used Searches
   Managing Searches
Processing your Search Results
   Sorting Results
   Search within Results
   Refine Results
   Show Details
   Viewing a Result

 CA Support Search - Introduction

This section provides an overview of the search function for CA Support.

The CA Support Online search function (Knowledge Base Search) is designed to locate Documentation and Manuals, Knowledge Base Articles, Product Information Pages, logged Problems, and Published Solutions specific to CA products. When a search is performed, results that are returned are based on the Match criteria, what is chosen to be included in the search, and the Scope of your search. The following is an explanation of the search Criteria.

  Selecting a MATCH

Selecting a match is consistent with most search engines. The user determines how the search should be completed by restricting the search to documents containing specific words or phrases. Knowledge Base Search uses the following match selections:

Selection Accepted Value Description
All Words Free Text Queries
Field Queries
The document must contain all terms (words, numbers, etc.) entered in this selection. However, their order is not important.
Note: This selection replaces the AND operator.
Exact Phrase Free Text Queries
Field Queries
The document must contain the exact string entered in this selection. All terms, as well as their order, are important.
Note: This selection replaces the "" operator.
Important: The terms (words, numbers, etc.) entered in this selection are subject to stemming. Stemming is a process which truncates words to their root forms in order to save index space and expand queries. For example, the words Search, Searching and Searched can be stored under the same root, Search-. Therefore, if Searching is queried, the search also returns documents containing the words Search, Searching and Searched.
Any Word Free Text Queries
Field Queries
The document must contain at least one of the terms (words, numbers, etc.) entered in this selection.
Note: This selection replaces the OR operator.
None of the Words Free Text Queries
Field Queries
The document must not contain any of the terms (words, numbers, etc.) entered in this selection.
Note: This selection replaces the NOT operator.
Document ID Field Queries The Document ID value must match the value entered in this selection.
Note: This selection is for a unique document occurrence used when the exact document id is known.
Custom Query Free Text Queries
Field Queries
Operators
Create a search query using special operands (and, or, not, near, quotes, and parenthesis) and system fields. The terms entered in this selection are not subject to any implicit operator or field. The Custom query complements the advanced search by allowing to query extra fields (field names and operators must be used).

  Selecting what to INCLUDE

The user can determine and select what type of document they want to search for. CA Documents are categorized into 4 collections: The user can select any, all, or none of these collections for their search. If no Collection is checked, the search will assume all collections to be searched. The collection options and their descriptions are:

  1. Documentation and Manuals - Contains the official sets of CA product documentation.
  2. Knowledge Base (KB) Articles and Product Pages - Contains knowledge base articles, technical videos, technical webcasts, Green Books, Green Papers and product information pages.
  3. Problems - Contains reported product bugs. When a resolution to a Problem is found, a published Solution is tied to the Problem or the Problem is updated with resolution details.
  4. Solutions - Contains resolutions or fixes to reported Problems.

  Determining the SCOPE of the search

There are 3 types of users:

  1. Anonymous: Users who are not logged in to CA Support Online. The Anonymous user will have access to documents that are publicly available.
  2. Basic: Users who have an ID and password and are logged into CA Support Online but have not yet purchased any CA Products. In addition to the access that an Anonymous user has, the Basic user has access to the Volume (Commercial) product set.
  3. Enterprise: Users who have an ID, password and a Site identification number, are logged into CA Support Online and have purchased CA Products. In addition to the access that Basic and Anonymous Users have, the Enterprise User has access to the Value (Enterprise) product set.

  Performing a search by SCOPE:

The following options are only available for the Enterprise User search. The Scope of products for Anonymous and Basic users is determined by the type of user which is defined in the prior section.

  1. All Products - The products to be searched are determined by the products available for the Enterprise Users Site ID as well as the Volume (Commercial) product set.

  2. My Products - The products to be searched are determined by the products the Enterprise User has defined in their My Product listing. The product listing is a subset of products that are available for the user's Site ID using the My Account option.

  3. All CA Products - The products to be searched are comprised of all the products CA supports which are above and beyond what is available for the Enterprise User's Site ID. Because of the vast amount of products available, the result set can be quite extensive. Using this option, Enterprise users will be able to return and view results for all CA products.

Return to Table of Contents

 

 Performing a Basic Search

This section covers the main Knowledge Base Search page functions. You can enter a search term, select from a series of match options, select the type of information to include in search results, and determine the scope of the search. To search by a specific product, select and click on the Advanced Search link above the text entry box for search.

Figure 1

  Basic Search Steps

Select Knowledge Base Search on the CA Support page

  1. From the Knowledge Base Search page, enter the search word(s) in the text entry box.

  2. Select one of the Match options: All words, Exact Phrase, Any word, None of the words, Document ID or Custom Query.

  3. Include any or all of the following collections in the search: Problems, KB Articles and Product Pages, Solutions, and/or Documentation and Manuals; to select all, or clear all, click on the Select All or Clear All links below the collections.

  4. Select the Scope of the search by clicking on: All Products, My Products, or All CA Products (see a detailed definition of each of these options here). Note: Scope only applies to Enterprise users.

  5. Click on Figure 2

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 Performing an Advanced Search

From the Knowledge Base Search page, Click on the Advanced Search link

Figure 3

  Advanced Search Steps

Select Knowledge Base Search on the CA Support page

  1. From the Knowledge Base Search page, click on the Advanced Search link Figure 4 to display the Advanced Search page (above).

  2. Select a Product to search for associated documents (if a product is selected, then release and component(s) are required and must be selected):

    1. Enter the name of the product in the Product Name window, or click on the down arrow to scan the CA product list to select a product to search on:

      Figure 5

      Typing the product name in the window will initiate type assist to help identify the product being searched. Keep in mind that product names will be displayed in the format chosen in My Account /Personal Profile tab - Product Display Options: branded or unbranded.

    2. Select the Product Release by clicking on the down arrow at the right of the Release window.

    3. Select Product Components associated with the release, or select all components by clicking on the Select All link below the list of Components. By default, all components will be selected.

    4. Refining your Product search by selecting Document Properties:

      1. To restrict your search to a specific file format, size and/or language use the following options:

        1. Select one of the following Formats: Any Format, Word, Excel, PowerPoint, PDF, Web page, Text , or e-mail from the drop-down list
        2. Select Size: At least, or At Most; enter the numerical value, and select KB, MB, or Bytes from the drop-down list
        3. Select Language: From the drop-down list
        4. Select Title parameters from the drop-down list: contains, does not contain, matches; and enter the search term in the text entry window to the right

        5. Click Figure 2 for results.

        ***Note*** If you do not select a product, release and component from the 'product section' of the Advanced Search area, you can still use the Document Properties options to restrict your search to any of those options selected.

        Return to Table of Contents

         

         Defining your Preferences

        This section covers the Preferences link. The screen sample below displays the user's Preferences that can be configured. There are 3 categories that can be customized by the user. The user can select the number of search results and excerpt lines to be displayed and which result fields should be displayed, and the user can also configure a set of advanced settings.

        Figure 6

          Setting Preferences

        Select Knowledge Base Search on the CA Support page. Above the search text box there is a link called Preferences. Select this link to customize how the search will display.

        1. General Settings

        2. Display results per page:

          1. The default for displaying results per page is (50). The user may select and set 10, 20, 50, or 100 results on each search results page.

          2. All available results for a given search will be returned. A limit of 2,000 search results may be viewed at a given time. Using "Refine Search" will enable additional search results content to be viewed.

          3. Display lines in excerpt.

            1. The default for displaying lines per result is (2). The user may select 1, 2, 3, or 4 lines for each search result.

            2. Result Fields - Select the results to be displayed in the search results page:

              1. Any or all of the following elements can be selected for display in the search results page:

                1. Result Number: Displays the document's rank in the result list.

                2. Score: Displays the document's relevancy score in percentage.

                3. Address: Displays the document's path.

                4. Format: Indicates the files format (e.g. Word, Web Page) and will have the appropriate icon representing that format to the left of the title.

                5. Excerpt: Displays the document's excerpt. Excerpts are extracts from the document. Their purpose is to provide an overview of the documents' content and, therefore, allow quick result filtering.

                6. Size: Displays the document's size in bytes or number of pages.

                7. Thumbnail: Displays a preview of image documents (e.g., .tif or .psd).

                8. Language: Displays the document's language.

                  Figure 6a

                9. Advanced - Modifies the advanced settings used for searches:

                  1. Any or all of the following settings can be selected;

                    1. Use wildcards for queries

                      1. What are Wildcards? Wildcards are symbols replacing a single character (?) or a string of characters (*). In search context, wildcards replace a single letter (Enterprise ?) or a series of letters (Search *) in order to expand results. For example, Search* returns Searching and Searched.

                        Wildcard queries do not work when used with other operators involving query term positions:

                        1. Exact phrase (double quotes) cannot enclose wildcard characters, e.g. "global warm*"

                        2. Proximity characters (., :, /, , _, -) can be used in the same terms as wildcard characters, e.g. long_file-nam*.txt.

                        3. With NEAR proximity operator, e.g. glob* NEAR warm

                        4. Use thesaurus for automatic query expansion,

                          1. Coveo Enterprise Search's (CES) thesaurus is a list of related or equivalent words used to expand queries. It works by transparently adding expressions to the search. For example, if the word Coveo is added as a synonym of CES, a query for CES automatically searches for CES OR Coveo (although only CES is displayed in the search field).

                          2. Open emails with Microsoft Outlook

                          3. At the completion of selecting and setting your Preferences, click on the Figure 7 button at the lower right section of the Preferences page to save your selections.

                          4. Click on the Figure 8 link at the upper right section of the Preferences page to return to the Knowledge Base Search page.

                          Return to Table of Contents

                           

                           Saving your frequently used Searches

                          This section covers the Manage Searches function where frequently used search criteria can be saved and used any time by selecting the dropdown list under the Manage Searches label at the top right of the Knowledge Base Search page.

                          Figure 9

                            Managing Searches

                          Steps to managing and saving specific searches

                          1. Complete a Knowledge Base Search.

                          2. To save the search, click on Figure 10 at the upper right section of the Knowledge Base Search Page.

                          3. The Manage Searches page will display to save your search.

                            Figure 11

                            1. Click on the Save button to save the search. The search words used in your search criteria will be automatically entered in the 'save search' text box by default (in this example: Greenbooks). This can be changed or left as is.

                            2. A maximum of five searches can be saved. Once a search has been saved, the search can be deleted by clicking on Figure 10 at the upper right section of the Knowledge Base Search Page and clicking the Delete link next to the name of the saved search being deleted.

                              Figure 12

                            Return to Table of Contents

                             

                             Processing your Search Results

                            Once a search has been completed, the results displayed can be sorted, refined, and additionally searched. The results of the search displayed, and the details of the search can be viewed. The following screen shot is an example of the results for a basic search in CA Support.

                            Figure 13

                              Sorting Results

                            To sort search results by Relevance or Date, click and select one of the two links illustrated and displayed Figure 14 on the upper center of the results page. By default, results are sorted by relevance.

                              Search within Results

                            To Search Within Results, enter the search words or terms in the text window Figure 15 located at the upper right of the results page, and click on Search.

                              Refine Results

                            Search results can be refined by selecting various categories listed on the right hand side of the results page (Product Name, Year, Component Name, Language are a few). These categories will vary based on the search criteria entered and options chosen. See below for an example of Refine options.

                            Figure 16

                            Within each Refine Results area, the search can be limited to a specific selection within each category. The example below illustrates selecting KB Articles within the Refine Collection selection. To return to the full Refine set of choices within the category, click on the Eraser in the upper right side of the selection box.

                            Figure 17

                              Show Details

                            Each search will provide a description of the search results as illustrated in the example below.

                            Figure 18

                            Click on the Show Details link at the lower left of each item returned in the results section to display additional details of the search result as illustrated in the example below.

                            Figure 19

                              Viewing a Result

                            To view a specific item returned in the Search Results, click on the underlined search description next to the number of the result to be selected (illustrated above). An example from the search page results for CA Ideal (above), are displayed below.

                            Figure 20

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