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ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) stores tickets details, events that are related to the ticket lifecycle, and other entities in a database. Users view this information, but as an administrator, you cannot provide access to the database to each user. You can create a defined search to help you resolve this problem. |
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To create a defined search, follow these steps:
- Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Defined Searches, and then click Create New.
- Select one or more forms from the Related To Form drop-down list.
Note: A defined search can only query data that is related to the selected forms. - Enter the Search Name and Category Name. All of the built-in defined searches are categorized as Default.
- (Optional) Enter the Sort Order to specify the order in which the defined search is listed on the Defined Searches page.
- (Optional) Enter a brief description of the defined search in the Help Text field.
- Use the Source list to specify the table or view from which the defined search queries the data.
- Construct the SQL query in the Select List field by using the logical operators and database field names.
Note: SELECT and UNION keywords are not supported. - Enter the Where condition of the search in the Search Conditions field. You can also insert fields from the form. The Field Data To Use lookup displays all the available fields on the selected forms.
- To define the message when the search condition returns empty results, use the No Match Message field.
- Click Apply Changes.
- To validate and view the results of the query, click Preview Results.
- To specify permissions for the defined search, use the Permissions tab.
- Click Apply Changes.
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