This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

Searching for records in the application consoles

You can search for records from the application consoles. You can run a series of predefined searches, search all of the records by using the Search form, or create and save your own custom searches by using advanced qualifications.

Methods of searching records

MethodDescription
Global search

If you have BMC Helix ITSM: Knowledge Management installed, you can use the Global search feature in any of the BMC Helix ITSM application consoles. Global search searches across multiple forms for records that match a word or phrase that you type in the search area.

  • Global search results include information only from the forms that you have permission to access. That is, you need permission to access an application to have its records appear in the search results.
  • The Global search does not include BMC Helix ITSM: Asset Management CI's.
Predefined searchQuickly find records for which you frequently search. You can create custom searches.
Searching all recordsUse 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.

Advanced search (for BMC Helix ITSM: Asset Management only)

Search for computer systems with specific components. For example, you can search for all computer systems running a specific patch or operating system.

BMC Helix CMDB advanced CI search (for BMC Helix ITSM: Asset Management only)

Use the BMC Helix CMDB query dialog box to build complex searches. For more information, see Searching for CIs Open link .

To use Global search

  1. In the text field, type your search string and then click the Search icon.

    Global search 

    BMC Helix ITSM: Knowledge Management users can define and save their preferred sources on the Advanced Search screen in the Knowledge Management Console. These saved criteria are applied whenever you perform a Global search, and the search results are limited to the defined sources. For more information, see  How knowledge articles are found Open link


  2. Locate the record you want in the search results table and double-click it. 
    The record opens in the viewing area and the system updates the breadcrumb trail with an entry for the record you opened.

    Important

    As you drill down through the record, each record you open is also added to the breadcrumb trail.

    If you want to maintain the contents of the search results table to view later, do not change the text in the Search field. If you do, when you click the Search icon to return to the search results table, the search feature will execute a new search based on the changed content of the Search field.

  3. To return to the search results table, click the Search icon again.

Limitation

Global search results might include external files that have been registered as knowledge base items. If the search conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results screen appears distorted due to the tags that are used in XML and HTML files. Additionally, the Advanced search link on the search results screen becomes unresponsive.

Asset CIs are not included in the Global search.

Special characters and boolean expressions in Global search

Global search uses Full Text Search (FTS) to find the search strings in requests and other records. Some characters are used to control the search criteria, as indicated in the following table.


Special characters and their results

Special character

Results

Example search string

Example results

"

(double-quotation marks)

Performs a phrase search on the terms enclosed in the double-quotation marks.

"firewall blocked"

  • firewall blocked her access
  • firewall blocking my access

,

(comma)

Finds requests that contain any of the specified words separated by a comma

  • firewall, blocking
  • "firewall, blocking"
  • firewall blocks access
  • firewall will block access
  • firewall is not working
  • try blocking his access

%

(percent symbol)

Extends the search as a wildcard

Important: You do not need to use a wildcard to extend the search for word stems, such as "ed," "s", and "ing," because word stems are automatically included.

The wildcard character (%) search is not supported for character menu fields in Smart IT.


%fire%

  • backfire
  • fire
  • firewall

Important

Searches that start with a wildcard character are not as efficient as searches that use an exact phrase or a trailing wildcard. For example, searching for the term "%block" is less efficient than searching for either "block" or "block%".

You can use use boolean expressions in your search. Boolean operators include parentheses (), AND, OR, and NOT. The boolean operators must be specified in uppercase characters; otherwise, they are treated as search strings.

Boolean operators and their results

Boolean operator

Results

Example search string

Example results

AND

Find requests that contain all of the specified words and phrases

firewall AND block

  • firewall blocks access
  • firewall will block access

OR

Find requests that contain any of the specified words and phrases

firewall OR block

  • firewall blocks access
  • firewall will block access
  • firewall is not working
  • try blocking his access

NOT

Exclude the specifying word or phrase

firewall NOT block

firewall is not working

()

Use in group expressions

firewall AND (block, allow)

  • firewall blocking access
  • set up firewall to allow access

Global search results reflect both the search terms and the configuration of full text search. Configurable options that affect search results include case sensitivity, the list of ignored words, thesaurus, and stemming. For more information about full text search, see  Enabling and disabling full text search Open link

Managing custom searches

You can define and save custom searches in the application consoles. Custom searches that use advanced qualifications allow you to search for very specific search criteria, which you can save for reuse. After you save the custom search, it appears in the My Searches list of the Manage My Searches dialog box. It is also listed in My Searches list under the Filter By field.

Important

The My Searches option is listed only after a custom search is defined.


To define and save a custom search

  1. At the top of the console, click the  icon.
  2. In the Search Name field of the My Searches dialog box, type a name for the search.
  3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog box, and then define the search qualification.
  4. From the Keywords or Fields selection boxes, select the keywords or record fields on which you want to search.
  5. (Optional) To insert operators (+, =, >,<, and so on), click the appropriate operator button and place literal values between double quotation marks:

    'Urgency' = $NULL$
    'Priority' = "High"

    Example

    If Allen Allbrook is performing an incident request review and he needs to search for incident requests that meet the following criteria:

    • Impact => 2-Significant/Large or 1-Extensive/Widespread
    • Service = Payroll Service

      ('Impact' = 2-Significant/Large" OR
      'Impact' = "1-Extensive/Widespread")
      AND 'Service' = Payroll Service" AND
      'Last Resolved Date' >= 07/19/2018"

    To search for articles where Business Service = Payroll Service:

    'Business Service' ="Payroll Service" AND
    'Last Resolved Date' >= "07/19/2020"
  6. Click Select to close the Advanced Qualification Builder, and then click Save.
  7. Close the Manage My Searches dialog box. 
    The search appears in the My Searches list of the Filter by field.

To edit or delete a custom search filter

  1. At the top of the console, click the  icon beside the Filter by field to open the Manage My Searches dialog box.
  2. Under My Searches, select the search filter that you want to modify or delete.
  3. To modify the search filter, edit it as necessary and then click Save.
  4. To delete the search filter, click Delete.
  5. Click Close.

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.

  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.

    Important

    If the Customer field is configured to search on an attribute other than First Name or Last Name, you can still search with 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.

    Important

    The search criteria are persistent. 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.

    Important

    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.

To search all records from a hub server

The search form described in this procedure is associated only with hub and spoke environments. Use this type of search from the hub server when you are looking for a record not associated with your ID or your group's ID, or any time you must search all records.

Important

The hub and spoke search is limited to only the fields that you see on the hub and spoke Search form.

  1. From the Navigation pane of the hub server, select Functions > Search <applicationName>.
  2. Enter the search criteria.
  3. Click Search.
  4. Scroll through the results list to find the specific records that you want.

Important

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.

Was this page helpful? Yes No Submitting... Thank you

Comments