The global search feature is enhanced for Serviceaide Intelligent Service Management to improve the quality and time to display search results. The results are near real time and display both active and inactive tickets. This feature is available for all users (including non-English users) to switch on or off and see which version works best for them.
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Tickets: You can search tickets using ticket parameters and custom attributes such as status, description, requester, organization, and source. The following attributes are supported:
affected_ci_id
closed_by_group_id
modified_by_group_id
person2_contact_id
ticket_details
affected_ci_name closed_by_group_name
modified_by_group_name
person2_firstfull_name
ticket_id
assigned_to_contact_id
closed_by_lastfull_name
modified_by_lastfull_name
person2_fullorg_nameid
ticket_identifier
assigned_to_group_id closed_by_name
modified_by_middle_name
person2_last_name
ticket_impact assigned_to_group_name
closed_date
modified_by_name
person2_middle_name
ticket_importance
assigned_to_last_name created_by_contact_id
modified_by_user_id
person2_org_idlvl
ticket_pending_approvalimpact
assigned_to_middlegroup_name
created_by_groupcontact_id
modified_date
person2_org_lvlname
ticket_phaseimportance
assigned_to_full_name created_by_group_nameid
person1_contact_id
person2_orguser_nameid
ticket_pending_priorityapproval
assigned_to_user_id
created_by_lastgroup_name
person1_firstfull_name person2 resolved_by_
usercontact_id
ticket_reason_codephase
ccti_category created_by_middlefull_name
person1_fullorg_nameid
resolved_by_contactgroup_id
ticket_solution_idpriority
ccti_class created_by_user_
id
person1_
org_
lvl
resolved_by_group_ idname ticket_reason_
code
ccti_id
created_
date
person1_
org_name
resolved_by_
full_name
ticket_
solution_id
ccti_item
createdcustom_dateattributes
person1_orguser_id
resolved_by_last_namedate
ticket_typesource
ccti_type
custom_attributes person1_org_lvl
resolved_by_namelastmodtimestamp
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ticket_description
ticket_
urgencystatus
closed_by_contact_id
lastmodtimestamp person1modified_orgby_name
resolvedcontact_
dateid
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modified_by_contact_id
person1_user_id
ticket_descriptionticket_type
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ticket_urgency The following attributes are supported with localized values:
- For English users, you are required to append ".key" to the attribute. For example, while searching for tickets with the Status "New", you are required to type the string as ‘ticket_status.key:New'
- For Non-English users, you are required to type the custom attribute followed by the strings as follows:
For Example, for Deutsch users, ticket_stauts.de_DE
ticket_impact
ticket_type ticket_reason_code ticket_phase ticket_status ticket_source
ticket_urgency ticket_priority ccti_class ccti_category ccti_type
ccti_item -- -- -- Knowledge Base (KB) Articles: You can search KB articles using any KB article fields such as status, description, owner, created date, approved date, and approved by. The following attributes are supported:
idapproved_by_contact_id
ccti_
byclass
lastmodtimestamp
sol_created_
last_namecontact_
itemid
sol_owner_contact_id
approved_date
ccti_
contact_idid
modified_by_user_id sol_created_
firstdate
sol_owner_
typefull_name
article_feedback_count
ccti_
firstitem
sol_approved_by_
createdfull_name
sol_
owner_last_nameexpiry_date
sol_
complianceresolution
article_is_not_useful_count
owner_contact_idccti_
approvedtype
sol_category
sol_
lastmodified_by_
expiry_datesol_resolutionfull_name
sol_
firststatus
article_is_useful_count
compliance_owner_
namecontact_
byid
sol_category_id
sol_modified_
first_namecontact_
statusid
sol_
lastsymptom
avg_article_rating compliance_owner_
category_idfull_name
sol_
by_last_namecause
sol_modified_
date
sol_symptom_detail
ccti_category
created_by_user_id
sol_cause
sol_modified_contact_id
sol_symptom_detail
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firstsol_created_by_
full_name
sol_modified_date
The following attributes are supported with localized values:
ccti_class
ccti_category ccti_type ccti_item sol_category sol_status
-- -- -- -- Users: You can search users using any contact attributes such as first name, last full name, user login, employee ID, email address, and job title. You can further refine the search according to organizations by applying the filter Organization. Click filter icon to apply the organization-based filters. The following attributes are supported:
Contactmodifieddate familyname
jobtitle
pinnumber
user_id
emailaddressfirstname
full_name
middlenameorganizationid
primaryorghierarchicalpath
userlogin
employeeid
full_nameisvip
organizationidorganizationname
primaryphone
-- externaluseridisvip
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organizationname--
row_id
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The following attributes are supported with localized values:jobtitle
-- -- -- -- Configuration Item: You can search configuration item using any configuration item fields such as createddate, cctiid, assteid, and modifieddate. The following attributes are supported:
ciname
cctitype
assteid
cicontactorgid
lastmodtimestamp
cifunction cctiitem ciorgname cistatusdate cicontactname cidescription ciidentifier cirootorgname createdbycontactid -- cctiid cistatus ciorghierarchicalpath createddate -- ccticlass orgid ciorghierarchicalpathids modifiedbycontactid
-- ccticategory -- cicontactid modifieddate -- The following attributes are supported with localized values:
ccticlass
ccticategory cctitype cctiitem cistatus Service Catalog Items: You can search service catalog using any service catalog fields such as category_name, quick_name,define_attributes, and users. The following attributes are supported:
category_name
quick_category_id
auto_assign_on_create
created_date
define_attributes
Note: All the configured attributes.
quick_name quick_form auto_assign_action_id modified_date users quick_description form_name quick_is_sticky lastmodtimestamp -- The following attributes are supported with localized values:
category_name
quick_name quick_description form_name --
Advanced Global Search/Elastic Search Parameters
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Note: Using Global Search, instead of OR you can use space while searching for tickets, to match any one search criteria or both. For example, while searching for tickets that are related to print, network, or both, you can type print network in the search text box.
AND
AND is used to match the search criteria. For example, while searching for tickets that are related to print and network, use print AND network in the search. The option AND is case-sensitive.
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You can search tickets using custom attribute. The format for typing the custom attribute in the search text box is - custom_attributes.name:"DTS Name" AND custom_attributes.value:"DTS"
The search based on custom attributes is case-sensitive.