Global Search for Requests

Introduction

The Global Search for Requests allows you to locate Service Manager requests, including incidents, problems, changes, and service requests. When using the Global Search a number of entities can be selected on the left hand side of the service. The Requests entity will only be available when Service Manager is installed and will only be visible to user that have rights to use Service Manager.

Standard Search

The Standard Search is a natural language search where you can type in anything from a single work to a sentence. The text typed into the search bar will search the following fields of a request

• Request ID
• Summary
• Description
• Customer
• Owner

Search Tools

The Advanced Search is accessed by an arrow located on the right hand side of the search field. By clicking on this arrow the following search options are made available to improve on your search.

• Any Type

Allows you to select a single request type to be included in the results page. The requests types include Incident, Service Request, Change, Problem, and Known Error.

• Any Status

Allows you to select a single status of requests to be included in the results page. The statuses include New, Open, Close, and Resolved

• Any Owner

A single owner can be selected using the Co-worker search. Once a co-worker is select, only the requests where that co-worker is the owner, will be in the results

• Any Customer

A single customer can be selected using the customer search. The Seach Customer will return both contacts and co-workers. Once a customer is selected, only requests where that contact or co-worker is the customer of the request, will be displayed.

• Any Service

Select a single service from the list of services to produce search results that only contain requests belonging to that service

Advanced Search

There are a selection of operators and syntax available to perform advanced searches from the Global Search Bar. Some that are commonly used include:

• Boolean Operators: AND (+), OR, NOT (-).

• Must be in ALL CAPS
• OR is the default
• AND matches posts and comments that contain both words
• NOT excludes posts and comments that contain that word

• Wildcard Searches: *, ?

• An * is used for a multiple character wildcard search
• A ? is used for a single character wildcard search
• Wildcards cannot be used at the beginning of a search term