Build search collection process
Setting up Build Search Collection for Solution Advisor
SPECIFIC TO
Enterprise, CRM, Verity
ISSUE
What is the set up involved for a successful Build search collection process and a working Solution Advisor?

SOLUTION

Setting up Build Search Collection for Solution Advisor. Verity is installed automatically with the installation of People Tools. For People Tools 8.4 onwards it is packaged with People Tools and it does not need to be installed separately. Verity is used to build the CRM Search Collection with the complete body of searchable data available to Solution Advisor.

Search Collection

  • It is a set of special directories and files that the search engine uses to find and display source documents that match the criteria that you enter on the search page.
  • It also contains data extracted from your database in input files along with the keys to the database records.

This resolution describes the steps needed to have Solution Advisor working:

  • Configure your application server and process scheduler for Verity which required for the CRM Build Search Collection
  • Run a process to Build CRM Search Collection
  • Test your CRM Search Collection results

I. Setup:

Step1.Create a search collection directory on the Application Server box.

Example: <PS_HOME>datasearch<Database Name>

Step2.Confirm installation of Verity:
veritywinx86_nti40bin.

Look for the files “rcvdk.exe” and “mkvdk.exe”

Step3.Configure Application server and Process scheduler. Need to specify same search index path for verity at three places as verity path is read by several pieces of PeopleSoft application.

  • 3a. In Application Server Configuration: Each search collection must have an entry in the “Search Indexes” section of the application server configuration file(PS_HOMEAPPSERVDomainNamepsappsrv.cfg).
    The following example shows entries for a few PeopleSoft CRM collections:
    [Search indexes]
    CRM_RB_SRCHDB=
    datasearch
    (same as the directory created in Step 1)
    CRM_RB_PRODCAT=
    datasearch
    CRM_RB_ERMS=
    datasearch
    SEARCH_SOLUTIONS=
    datasearch
    CRM_RC_CASE_SS=
    datasearch
    ERMS_SRCHDB=
    datasearch
  • 3b. In Process Scheduler ConfigurationTo enable PeopleSoft Application Engine programs that call the Search API to locate collections, modify Process Scheduler configuration file with appropriate collection name and path.[Search Indexes]
    ;=============================
    ; Search index settings
    ;=============================
    ; Search indexes can be given alternate locations if there is an entry here.
    ; Entries look like: IndexName=fs location (ie EMPLOYEE=c:temp):
    CRM_RB_SRCHDB=
    datasearch
    CRM_RB_PRODCAT=
    datasearch
    CRM_RB_ERMS=
    datasearch
    SEARCH_SOLUTIONS=
    datasearch
    CRM_RC_CASE_SS=
    datasearch
    ERMS_SRCHDB=
    datasearchTake note that if a space is left in the end of collection path from psappsrv.cfg(”
    Appserv “) then the Collection is successfully built but no solutions can be found. No space and no typo.!!! Remember to Stop/Reconfigure/Start Process Scheduler and Application Server to load these new settings.
  • 3c. “Build Search Collection” Page: In “Build Search Collection” Page in PIA while running the Application Engine.

II. Running the process to build the Search Collection

To build the Search Collection, you must run an application engine program RB_SRCH_BLD using Process Scheduler. This process takes the record/field data from the index templates and the collection name from the Search Settings page and builds the collection in the directory that you specified on your application server.

The Build Collection process has two modes: create a new collection and update the existing collection. The Update mode is faster, but it has certain limitations.

To run the process, logon to database through the browser

Step1: Navigation:

(Setup CRM > Utilities > Search > Build Search Collection)

Give the Run Control ID and then click on ADD button.

Step 2: Configuration for Build Search Collection Page:

Request ID: Enter the Request ID.

Description: Enter the descriptive information about the run control parameters.

Collection Name:Select the Collection to build (CRM_RB_SRCHDB is for Solution Search).

Collection directory:Enter the directory path for the collection.

<PS_HOME>datasearch<Database Name>

The path is relative to the Process Scheduler server where the process runs, not to the computer where the request is made. Therefore, this path matches the Verity collection path on the application server (Process Scheduler is assumed to be running on the application server computer). If these paths do not match, you cannot create the collection.

Reset Usage Count/Date:

Select to set the usage count on all objects in the collection to zero and the last usage date to null. This option is available only when creating a collection. The only usage counts that the system maintains are solution usage counts, and a separate process manages those. Normally, you should not reset usage counts as part of the Build Collection process.

Step 3: Save and Run the Application.

Select Process from the Process List – RB_SRCH_BLD

Server Name: choose the server where you want to Build the Collection

Click OK

To check the status of the process, click on Process monitor hyperlink to go to Process Monitor.

Make sure the process runs successfully. Even though the status of the process is “Success” makes sure you click on the Details link and check if there is any error in the message log.

III. Testing CRM Search Collection results

There are several ways to test your CRM Search Collection results.

  • From the back end
  • Search Query Test, Universal Search Tool, Test Page
  • From Case Component

1. Test from the back end using the Verity rcvdk tool on the Application Server:

For NT:

  • Bring up a DOS window
  • Cd
    BINSERVERWINX86
  • Type rcvdk -locale Englishx
  • Type in the new prompt:

RC>a
datasearchCRM_RB_SRCHDBENG (”a” attaches to the search collection you have created)

RC>s (for example: s freezer – the “s” is to search, the “freezer” is the variable to search for)

Search updated: finished <100%>

RC> r (to retrieve the search results values for the string)

RC> q (to quit the utility program)

2. Test using Search Query Test, Universal Search Tool or Test Page:

If you have Solutions, Cases, etc in the database, you should get results back from these testing pages. If you do not know what to search for (what solution/cases you have in the database) enter * will return everything or you can look for the Words in the BIF & DAT file and do search.

  • Query Test: from PIA
    Setup CRM, Utilities, Search, Query Test

Navigation:

(Set up CRM > Utilities > Search > Query Test)

Search Collection Name: CRM_RB_SRCHDB

Output:

3. Test from PIA using Solution Advisor in Call Center Application

  • Open any existing Case or create a new case
  • Search for Solutions/Cases from here

Step 1: Go to Solution Search tab of the Case page.

Navigation:

(Support > Create Case > Solution > Search)

Step 2: Give the text to be searched.

Navigation:

(Support > Create Case > Solution > Search)

Give the text to be searched:

Search Text: “test”

Click on Search button.

Step 3: Check for the output of search.

Navigation:

(Support > Create Case > Solution > Search)

PeopleSoft Cases and links related to verity:

  1. CRM – Verity – App server and Process scheduler on separate boxes, how to setup? (Doc ID 618468.1)
    https://metalink3.oracle.com/od/faces/secure/km/
    DocumentDisplay.jspx?id=618468.1
  2. ELM: How to set up Verity on batch server different from the appserver (Doc ID 620871.1)
    https://metalink3.oracle.com/od/faces/secure/km/
    DocumentDisplay.jspx?id=620871.1&h=Y
Posted by Kahkashan Anjum
Comments (5)
March 27th, 2009

Comments (5)

Nigel Wallace - July 14th, 2011

Great article --- Thanks

Giriprasad - April 13th, 2010

Wonderful article. Very decsriptive and useful. Thank You!

Apiluk - October 29th, 2009

I want to download Verity Search Lastest version (Support HP IA-64 Itanium) I have problem on HCM 9.0 and PT 8.49.15 and .16 Could you please to provide link to download them. Regards, Apiluk W.

Siva - May 19th, 2009

It looks good, little more to add "How to configure verity in multiple application server". Here is the brief notes a)Make sure you setup verity search on a shared drive and all application servers can access it b)Modify appsrv.cfg with correct search path c)Modify psprc.cfg with correct search path d)Run the search on one host.

Ravi Jain - May 16th, 2009

Hi, So far so good, but, How can we extend this feature in CRM? We are all aware that the Search box in the Menu Bar (top left) helps us to search through Portal Registry only. How can we extend this to search through Cases, Solutions, FAQ's, etc. If I put some no. in this Search box, it should provide results for Case and Solution if that no. is equivalent to Case ID and/or Solution ID. Further extension would be, to categorize/group the results. How can we do this? Thanks, Ravi.

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