Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Copyright 2011 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. These materials are provided as is without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall not be liable for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. SAP does not warrant the accuracy or completeness of the information, text, graphics, links or other items contained within these materials. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third party web pages nor provide any warranty whatsoever relating to third party web pages. SAP NetWeaver How-to Guides are intended to simplify the product implementation. While specific product features and procedures typically are explained in a practical business context, it is not implied that those features and procedures are the only approach in solving a specific business problem using SAP NetWeaver. Should you wish to receive additional information, clarification or support, please refer to SAP Consulting. Any software coding and/or code lines / strings (Code) included in this documentation are only examples and are not intended to be used in a productive system environment. The Code is only intended better explain and visualize the syntax and phrasing rules of certain coding. SAP does not warrant the correctness and completeness of the Code given herein, and SAP shall not be liable for errors or damages caused by the usage of the Code, except if such damages were caused by SAP intentionally or grossly negligent. Disclaimer Some components of this product are based on Java. Any code change in these components may cause unpredictable and severe malfunctions and is therefore expressively prohibited, as is any decompilation of these components. Any Java Source Code delivered with this product is only to be used by SAPs Support Services and may not be modified or altered in any way.
Document History
Document Version 1.00 Description First official release of this guide
Typographic Conventions
Type Style Example Text Description Words or characters quoted from the screen. These include field names, screen titles, pushbuttons labels, menu names, menu paths, and menu options. Cross-references to other documentation Example text Emphasized words or phrases in body text, graphic titles, and table titles File and directory names and their paths, messages, names of variables and parameters, source text, and names of installation, upgrade and database tools. User entry texts. These are words or characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system. Keys on the keyboard, for example, F2 or ENTER.
Icons
Icon Description Caution Note or Important Example Recommendation or Tip
Example text
Example text
<Example text>
EXAMPLE TEXT
Table of Contents
1. 2. 3. 4. General Information............................................................................................................. 1 Prerequisites ........................................................................................................................ 1 Configuration Overview ...................................................................................................... 2 TREX Set-up in SAP Solution Manager ............................................................................. 3 4.1 4.2 4.3 4.4 5. Configure Software Agent Framework (SAF) ............................................................... 3 Create Index ................................................................................................................. 5 Activate Delta Compilation ........................................................................................... 6 Turn on TREX Search Engine ...................................................................................... 6
Application Area of TREX Full-Text Search ...................................................................... 7 5.1 5.2 Full-Text Search in Work Center .................................................................................. 7 Full-Text Search in SAP WebClient............................................................................ 10
6.
Best Practice / FAQ ........................................................................................................... 13 6.1 6.2 6.3 6.4 Architecture and Hardware Requirements for TREX Search Engine ......................... 13 What is the Difference between SAP NetWeaver Enterprise Search and TREX Search? ...................................................................................................................... 14 How to Use a Saved Search? .................................................................................... 14 What is a Simple Search and How to Use it? ............................................................. 15
1.
General Information
TREX (Text Retrieval and Information Extraction) is a powerful engine which provides intelligent search and automatic classification of documents. The TREX search engine is able to retrieve information from both structured and unstructured text. In IT Service Management, TREX search engine is used for full-text search within CRM documents, such as incidents, change requests and knowledge articles.
2.
Prerequisites
installed and running Solution Manager 7.1 SPS 01 For more information, please see the SAP Solution Manager Installation Guide available in SAP Service Marketplace.
TREX prerequisites: o installed and running TREX 7.1 or 7.0 (a basic check can be performed in the Software Agent Framework, as described in section 4.1/1. of this guide) RFC Connection between SAP Solution Manager and TREX.
TREX Installation Guides (including information on how to set up the RFC connection) can be found in SAP Service Marketplace at https://service.sap.com/trex. TREX administrators can also find additional information in the SAP online documentation: Fundamentals of the RFC Connection between TREX and SAP Systems: http://help.sap.com/saphelp_nw70/helpdata/en/b3/793642e2a3ab04e10000000a1550b0/content.htm Configuring and Administrating the RFC Connection: http://help.sap.com/saphelp_nw70/helpdata/en/19/752e4241f51a2ae10000000a1550b0/frameset.htm
June 2011
3.
Configuration Overview
The figure below provides an overview of the required configuration steps which are explained in more details in the following chapter.
Create Index
Activate Services Compile Initial Index
June 2011
4.
This section provides detailed information about the configuration steps to be performed in the SAP Solution Manager.
1. Check the settings in the Software Agent Framework. In this step, you check the relevant SAF settings, such as search engine status and default customizing. You can also restore the default customizing if the current customizing is incorrect.
June 2011
2. Choose a search engine. In the menu Goto -> Customizing -> Search Engine, you start a wizard to check if the correct search engine (STANDARD) has been specified.
3. Set up the knowledge base. In the menu Goto -> Customizing -> Knowledge Base you can access the wizard to configure the knowledge base for: Solution database (entry SDB) Knowledge articles (entry KA) Messages (entry CRM_OBJECT) (this entry has to be maintained manually)
4. Assign RFC connection to the TREX Search Engine. In the menu Goto -> Customizing -> RFC Destinations you have to assign a predefined RFC destination to the TREX Search Engine. It is assumed, that this RFC destination was already created by a TREX administrator, as described in chapter 2 of this guide.
June 2011
5. Configure Application. In the menu Goto -> Customizing -> Application you can access the wizard to configure an application which is recognizable in the Software Agent Framework.
For more information on how to activate services, please refer to SAP Note 1088717. 2. Compile Initial Index. In the SAF tool menu, select Goto -> Knowledge Base Compilation to create the initial index.
June 2011
The configuration is performed in the SAP WebClient. For more detailed information on how to compile the index for the knowledge database, please refer to the documentation of the IMG step Compile Initial Index.
For detailed information on how to activate the action, please refer to the documentation of the IMG activity Activate Delta Compilation. 2. Schedule a background job for delta compilation. The background job for delta compilation can be scheduled via the SAF tool menu Goto -> Knowledge Base Compilation as described in the documentation of the IMG step Activate Delta Compilation.
SMWORK_INCIDENT_MAN_TREX = (empty value) turn on TREX Search Engine SMWORK_INCIDENT_MAN_TREX = X turn off TREX Search Engine
June 2011
5.
For SAP Solution Manager 7.1, TREX is used only for full-text search. Attribute search, like search by status or Business Partner ID, is part of the CRM Reporting Framework. Nevertheless, full-text and attribute search can be combined. For example, you can search for incidents with the status New and the key words support team determination in the long text.
There are four types of TREX search methods: 1. Linguistic Search: All grammatical forms of the search term will be listed on the result page (i.e. plural, singular and flexion). For example if you enter mice, the system also looks for mouse. 2. Fuzzy Search: This search method is error-tolerant and also includes similar search terms. You can search for words or phrases that are spelled like the search phrase, according to an adjustable editingdistance similarity criterion. You get results even for misspelled queries, the fuzziness is adjustable. For example, if you enter president, the system also finds documents that contain presidant. 3. Exact Search: With this method, you find only documents that contain exactly the search term or phrase that you entered. You can also use placeholders with this search method (?, *). 4. Exclude Phrase: This search method excludes complete phrases, which you dont want to be listed on the result page.
June 2011
The example below shows how to define a query for full-text search (for Incidents & Problems) in the Incident Management Work Center: 1. Go to the Queries link on the side bar.
3. Select the object type Incidents & Problems Advanced Search and continue with Next.
June 2011
In this example, you define a full-text query for incidents & problems (SMIN & SMPR). Choose Message Advanced Search to specify a query to search within the long text of support messages (SLFN). 4. In the Long Text Page Area, specify the search term and the search method. Continue with Apply.
You can add search criteria of your query to the Quick Search. This enables you to change the search criteria more easily. In the example below, the criterion long text has been added to the Quick Search.
To add specific search criteria to the Quick Search, please do the following: 1. Select your query and go to Change Query.
June 2011
This section explains how to do a full-text search in the SAP WebClient. The important aspects are shown in an example of how to search within the long text of incidents.
June 2011
10
2. In the Search Criteria page area, add a new search line by selecting the + button, as shown below.
3. Select Long Text from the first drop-down list to specify the search criterion.
June 2011
11
4. Select a search method from the second drop-down list, as shown below.
6. The TREX search engine returns a list of all incidents where the search term specified before appears in the long text.
June 2011
12
6.
..
Large: TREX is installed on several servers in a large distributed landscape. This is sufficient for 10 million or more documents or data records. In each case, the volumes cited are for MS Office documents up to about 100 KB or text documents up to 10 KB on average Individual data records for the attribute engine are much smaller TREX can work with 1 billion data records TREX 7.1 is enabled to run in an adaptive computing environment featuring high availability and dynamic scaling with highly automated administration
2. Hardware Depending on the application scenario, when running under Windows, TREX requires approximately the following hardware: Small: PC with P4 class CPU (with clock speed at least 1 GHz), 1 GB RAM, and 20 GB hard drive. If TREX shares a server, it needs at least 1 CPU, 1 GB RAM, and 20 GB storage for itself. Medium: Server with 2 P4 class CPUs, at least 4 GB RAM, and 40 GB storage. These requirements are doubled if TREX runs together with SAP Enterprise Portal, SAP R/3, or SAP CRM. Large: Servers with a total of at least 4 P4 class CPUs, 8 GB RAM, and 120 GB storage. For very large applications, TREX can use 24 or more blade servers. Hardware requirements for other operating systems are similar TREX 7.1 has been developed to run smoothly on blade server hardware
3. Operating System TREX 7.1 runs on Linux, MS Windows, HP-UX, AIX and Solaris
June 2011
13
6.2 What is the Difference between SAP NetWeaver Enterprise Search and TREX Search?
SAP NetWeaver Enterprise Search is a search solution which provides unified, comprehensive, and secure real-time access to enterprise data and information from within and outside of a company. It is delivered as an appliance and integrates TREXs search and classification capabilities. Compared to the plain TREX search where each source has a separate user interface, the Enterprise Search enables a centralized search access to all sources, i.e. users can enter their search requests and receive the search results through a single browser-based user interface (Search UI). For more information on SAP NetWeaver Enterprise Search, please visit: http://service.sap.com/nwes70
To perform a search with your saved criteria, go to the search menu in the header area, select your saved search under Saved Searches and proceed with Go as shown in the figure below.
For more information on using saved searches, please refer to the SAP Online Help documentation: http://help.sap.com/saphelp_crm70/helpdata/EN/6b/180fa3808148c48a443ae7f17be14a/frameset.htm June 2011 14
June 2011
15