Global Search

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.

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 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:

  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_full_name	ticket_id
  assigned_to_contact_id	closed_by_full_name	modified_by_full_name	person2_org_id	ticket_identifier
  assigned_to_group_id	closed_date	modified_by_user_id	person2_org_lvl	ticket_impact
  assigned_to_group_name	created_by_contact_id	modified_date	person2_org_name	ticket_importance
  assigned_to_full_name	created_by_group_id	person1_contact_id	person2_user_id	ticket_pending_approval
  assigned_to_user_id	created_by_group_name	person1_full_name	resolved_by_contact_id	ticket_phase
  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_user_id	resolved_date	ticket_source
  ccti_type	lastmodtimestamp	--	ticket_description	ticket_status
  closed_by_contact_id	modified_by_contact_id	--	--	ticket_type
  --	--	--	--	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_class	lastmodtimestamp	sol_created_contact_id	sol_owner_contact_id
  approved_date	ccti_id	modified_by_user_id	sol_created_date	sol_owner_full_name
  article_feedback_count	ccti_item	sol_approved_by_full_name	sol_expiry_date	sol_resolution
  article_is_not_useful_count	ccti_type	sol_category	sol_modified_by_full_name	sol_status
  article_is_useful_count	compliance_owner_contact_id	sol_category_id	sol_modified_contact_id	sol_symptom
  avg_article_rating	compliance_owner_full_name	sol_cause	sol_modified_date	sol_symptom_detail
  ccti_category	created_by_user_id	sol_created_by_full_name

  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 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
  emailaddress	full_name	organizationid	primaryorghierarchicalpath	userlogin
  employeeid	isvip	organizationname	primaryphone	--
  externaluserid	--	--	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	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

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

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.

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.

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.

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.