Page Comparison

The global search feature is enhanced for ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) 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.

...

The search supports the following objects within ServiceAide Cloud Serviceaide Intelligent Service Management:

• Tickets: You can search tickets using ticket parameters and custom attributes such as status, description, requester, organization, and source. The following attributes are supported:

  classlastnamesourcefullmiddlenamestatusidlasttype

  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_namedate	modified_by_middleuser_nameid	person2_lastorg_namelvl	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_iddate	person2_org_idname	ticket_pending_approvalimportance
  assigned_to_middlefull_name	created_by_group_id	modified_date	person2_org_lvl	ticket_phase	assigned_to_name	created_by_group_name	person1_contact_id	person2_orguser_nameid	ticket_pending_priorityapproval
  assigned_to_user_id	created_by_last_name	person1_first_name	person2_user_id	ticket_reason_code	ccti_category	created_by_middle_group_name	person1_full_name	resolved_by_contact_id	ticket_solution_idphase
  ccti_	category	created_by_full_name	person1_	org_	id	resolved_by_group_id	ticket_	priority
  ccti_	class	created_by_user_id	person1_	org_	lvl	resolved_by_group_name	ticket_	reason_code
  ccti_id	created_date	person1_org_	name	resolved_by_	full_name	ticket_solution_	id
  ccti_item	custom_attributes	person1_orguser_lvlid	resolved_by_namedate	ticket_ urgency source
  ccti_type	lastmodtimestamp	--	person1ticket_org_namedescription	resolved ticket_ date status	--
  closed_by_contact_id	modified_by_contact_idperson1_user_id	--	--	ticket_descriptiontype
  --	--	--	--	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:

  approved_by_contact_id

  ccti_

  full

  class

  lastmodtimestamp

  sol_created_

  by

  contact_

  last_name

  id	sol_owner_contact_id
  approved_date	ccti_id	modified_by_user_id	sol_created_

  contact_id

  date	sol_owner_

  first

  full_name
  article_feedback_count	ccti_item	sol_approved_by_

  first

  full_name

  sol_

  created

  expiry_date

  sol_

  owner_last_name

  resolution
  article_is_not_useful_count	ccti_type	sol_category	sol_

  approved

  modified_by_

  last

  full_name

  sol_

  expiry_date

  sol_resolution

  status
  article_is_useful_count	compliance_owner_contact_id	sol_category_id	sol_modified_

  by

  contact_

  first_name

  id

  sol_

  status

  symptom
  avg_article_rating	compliance_owner_

  first_name

  sol_category_id

  sol_modified_by_last_name

  sol_symptom

  ccti_category

  compliance_owner_last_

  full_name

  sol_cause

  sol_modified_

  contact_id

  date	sol_symptom_detail
  ccti_

  class

  category

  created_by_user_id

  sol_created_by_

  first

  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 full name, last 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	--	organizationname--	row_id	--

  
  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	ccti_fullciidentifier	cirootorgname	createdbycontactid	--
  cctiid	ciidentifiercistatus	ciorghierarchicalpath	createddate	--
  ccticlass	cistatusorgid	ciorghierarchicalpathids	modifiedbycontactid	--
  ccticategoryorgid	--	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

The following advanced search parameters are supported:

...

Asterisk is used to match any number of characters in the search query. For example, searching for print* would return results that contain print followed by any number of characters such as print, printers, and printing.

OR

Using Advanced Global Search, OR is used to match any one search criteria or both. For example, while searching for tickets that are related to print, network, or both, use print OR network in the search text box. The option OR is case-sensitive and can be replaced by space, for example, print network.

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.

...

You can use attributes in the search text box to refine the results. The format for applying the attribute search is attribute_name:search_term. For example, to search tickets with priority medium, the format is ticket_priority:Medium. The attribute-based search inputs are case-sensitive.

Custom Attribute

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.