This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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, choose Functions > Search application, where application is either Work order, Change, Release, Knowledge, Problem or Incident.
    A form appears that you can use to perform the search. The form is laid out in a similar way as the actual request form. It contains the same tabs and the same fields.
  2. Use the tabs and fields to build your search conditions.
    To reduce the number of records found by the search, enter as much information into the form as you can.


    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.


    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, select it to display in Modify mode.


    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.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.