Need Help with Novell Products? Tips for Searching the Knowledgebase

By Tom Gibson, CNE
With concepts borrowed from Novell Education's "Service and Support" Course

Over many years of installing and supporting Novell products, by far, the most useful resource I have found has been the Novell Knowledgebase, which is Novell?s online technical support database. Many Novell novices need a bit of help to learn how to use this valuable resource effectively. Some don't even know that it exists. Here are some tips on how to search for Technical Information Documents (TIDs) and Manuals that actually apply to a given problem or situation.

Where is the Novell Knowledgebase? There are several ways to get there.

  1. On Novell's web site, http://www.novell.com, look for the Technical Support link, and make sure you're on the "knowledgebase" tab.
  2. You can also go to http://www.novell.com/support and select the Knowledgebase tab.

Once you have arrived at the Knowledgebase, take note of the three sections of the search form.

  1. Select product categories (or none to search all). In this area, check the product categories you think applies to your issue. You may check one, several, or use no checkmarks to search the entire database. Use this section to narrow your search, which will often save you considerable time while reviewing the results.
  2. Select document sets. Your choices here are TIDs and/or Manuals. If your question has to do with installing and configuring the base product, Manuals are often the best source of information. TIDs are usually the best source of information on solving problems after installation and applying patches and service packs. Once in a while it is best to check both of these categories.
  3. Enter a word, phrase, or Technical Information Document number. This is where you enter your search terms. Doing this well is the key to finding what you need.

Here are some suggestions on how to phrase your search:

  1. Stick to Keywords. The more words you enter, the worse your chances are in getting a good match. Eliminate common words like "the", "is", and, "of" and stay with product names or process names: GroupWise AND client AND rules.
  2. Simplify, but not too simple. When a string of four search terms does not give the desired results, try only three or two terms (or just one). Shortening long error messages has worked well for me in the past. Of course there is such a thing as getting too simple and general. If you get hundreds of results, it might help to add a term or two to narrow the results.
  3. Error codes. Entering just an error code, while checking the appropriate product category usually yields good results.
  4. TIDs by the numbers. If you already have a TID number, only enter the number, like: 1111111. Don't enter "TID 1111111."
  5. File names. If the problem has occurred after applying a service pack or some patch, entering in the exact file name is helpful.
  6. Booleans. Enter your ANDs and ORs in uppercase. For instance, GroupWise AND D109.
  7. Check your spelling. If you don't spell it right, you won't find it.
  8. Synonyms. If stating your issue one way does not work, restate the problem using a different word. Try "error" or "abend" instead of "crash."
  9. Quickly read some of the TIDs that are not exactly on target. Reading TIDs that aren't exactly what you need might give you an idea of how to re-phrase your search terms to get to what you do need. Some TIDs refer you to other TIDs on similar subjects - this can often lead you to the right answer.
  10. Acronyms. Sometimes using an acronym, like SLP is better than "Service Location Protocol" and sometimes it is better to use the long term. If you don't find what you need with one, try the other form.
  11. Quotes. Enclosing your search terms in quotes is helpful at times if you have a phrase or an exact set of terms you want to match in a specific order.

Learning how to search the Knowledgebase effectively will save you time when dealing with problems. It also can help lessen your dependence on outside consultants for simple issues. Bottom line, it will help you keep your systems up and running. While these strategies are not the only good ways to get answers from the Knowledgebase, they are offered to help our less experienced colleagues take their first steps down the road to self-sufficiency.