This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Searching all records

The following procedure describes how to search all records. Use this type of search when you are looking for record that is not associated with your ID or your group's ID, or any time you search all of the records.

To search all records

  1. From the application console navigation pane, click <application> > Search <ticket>. For example, Incident Management > Search Incident.

    A form appears that you can use to perform the search. The form is similar to the request creation form. It contains the same tabs and the same fields.
  2. Use the tabs and fields to build your search conditions.
    To get accurate search results, enter as much information into the form as you can.

    Note

    If the Customer field is configured to search on an attribute other than First Name or Last Name, you can still search using the customer's name by opening the Additional Search tab and using the First Name or Last Name fields.

  3. When you finish entering your search criteria, click Search.
    When the search finishes, the search results table lists all the records that match the search criteria.

    Note

    The search criteria are persistent. This means that if you run a search and then close the application, the next time that you open the application and perform this procedure, the search criteria that you entered in this step are still present in the search form. They remain until you change or delete them.

  4. Scroll through the table to find the specific record you want.
  5. When you find the record, click to display the record in Modify mode.

    Note

    When you open a record from the search results table, it is added to the history list, but not to the breadcrumb bar. However, any related records that you open from the record do appear in the breadcrumb bar and get added to the history list.

Related topic

Managing custom searches

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