The global search feature is enhanced for ServiceAide Cloud 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.
Note: The advanced global search is also known as Elastic Search.
By default, the enhanced global search is enabled. To disable enhanced global search, click SWITCH BACK in the top-right corner of the page.
Search Using Attributes
You can search the required object using ticket attributes, which also supports localized values.
For the attributes that are listed below, following are the examples based on which the English and Non-English users can perform a search:
- 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 attribute followed by the strings as follows:
For Example, for Deutsch users, the string should be 'ticket_stauts.de_DE'.
-For Spanish: '.es_ES',
- For French: '.fr_FR',
- For Italy: '.it_IT',
- For Portuguese: '.pt_BR',
- For Finnish: '.fi_FI',
- For Swedish: '.sv_SE',
- For Russian: '.ru_RU',
- For Simplified Chinese: 'zh_CN',
-For Japanese: '.ja_JP'
The search supports the following objects within ServiceAide Cloud 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:
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_first_name
ticket_id
assigned_to_contact_id
closed_by_last_name
modified_by_last_name
person2_full_name
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_id
ticket_pending_approval
assigned_to_middle_name
created_by_group_id
modified_date person2_org_lvl
ticket_phase
assigned_to_name created_by_group_name
person1_contact_id
person2_org_name
ticket_priority
assigned_to_user_id created_by_last_name
person1_first_name
person2_user_id ticket_reason_code
ccti_category
created_by_middle_name
person1_full_name
resolved_by_contact_id
ticket_solution_id
ccti_class
created_by_name
person1_last_name
resolved_by_group_id
ticket_source
ccti_full
created_by_user_id
person1_middle_name
resolved_by_group_name
ticket_status
ccti_id
created_date
person1_org_id
resolved_by_last_name
ticket_type
ccti_item
custom_attributes person1_org_lvl
resolved_by_name
ticket_urgency ccti_type
lastmodtimestamp person1_org_name
resolved_date -- closed_by_contact_id modified_by_contact_id
person1_user_id
ticket_description
-- 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
lastmodtimestamp
sol_created_by_last_name
sol_owner_contact_id
approved_date
ccti_id
modified_by_user_id sol_created_contact_id
sol_owner_first_name
article_feedback_count
ccti_item
sol_approved_by_first_name
sol_created_date
sol_owner_last_name
article_is_not_useful_count
ccti_type
sol_approved_by_last_name
sol_expiry_date
sol_resolution
article_is_useful_count
compliance_owner_contact_id
sol_category
sol_modified_by_first_name
sol_status
avg_article_rating compliance_owner_first_name
sol_category_id
sol_modified_by_last_name
sol_symptom
ccti_category
compliance_owner_last_name
sol_cause
sol_modified_contact_id
sol_symptom_detail
ccti_class
created_by_user_id sol_created_by_first_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 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
emailaddress
firstname
middlename
primaryorghierarchicalpath
userlogin
employeeid
full_name
organizationid
primaryphone
-- externaluserid
isvip
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_full cirootorgname createdbycontactid -- cctiid ciidentifier ciorghierarchicalpath createddate -- ccticlass cistatus ciorghierarchicalpathids modifiedbycontactid
-- ccticategory orgid 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 Search Parameters
The following advanced search parameters are supported:
Question Mark (?)
Question mark is used to match a single character in a specific position of the search query. For example, searching for D600?, returns results that contain D600 followed by any single character such as D6001, D6009, and D600A.
Asterisk (*)
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
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. The option OR is case-sensitive and can be replaced by space, for example, print network.
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.
Double quote (" ")
Double quote is used to search for the exact phrase in the double quotes. For example, while searching for tickets that have a phrase network printer, use "network printer" in the search. The search parameter that you use in double quote is case-sensitive and results are displayed accordingly.
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.
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