This documentation supports the 19.02 version of Service Request Management.

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

Searching for records by using global search

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

When users contact the Service Desk to inquire about a request, you can use Global search from the IT Home page to search for requests by their ID.

To use Global search

  1. In the text field to the right of the breadcrumb bar, type your search string and then click the Search icon.

    Global search

  2. Locate the record that 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 that you opened.

    Notes

    As you drill down through the record, each record that 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 change the text, when you click the Search icon to return to the search results table, the search feature runs 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

"

Performs a phrase search on the terms enclosed in double-quotation marks (")

"firewall blocked"

  • firewall blocked her access
  • firewall blocking my access

,

Find requests that contain any of the specified words

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

%

Wildcard to extend the search

Note: 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.

%fire%

  • backfire
  • fire
  • firewall

Note

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 upper case; 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 blocking

  • firewall blocks access
  • firewall will block access

OR

Find requests that contain any of the specified words and phrases

firewall OR blocking

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

NOT

Exclude the specified word or phrase

firewall NOT blocking

firewall is not working

()

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 .

Work Order form indexed fields

The following is a list of the fields on the Work Order form (WOI:WorkOrder) that are indexed for use by Global search.

Field

Field ID

Categorization Tier 1

1000000063

Categorization Tier 2

1000000064

Categorization Tier 3

1000000065

Company

1000000001

Customer Last Name

1000003298

Detailed Description

1000000151

Manufacturer

1000002270

Product Categorization Tier 1

1000001270

Product Categorization Tier 2

1000001271

Product Categorization Tier 3

1000001272

Product Model/Version

1000002269

Product Name

1000002268

Region

200000012

Request Assignee

1000003230

Request Assignee  Support Organization

1000003227

Request Assignee Support Company

1000003228

Request Assignee Support Group

1000003229

Request Manager

1000000403

Request Manager Group

1000000015

Request Manager Support Company

1000000251

Request Manager Support Organization

1000000014

Service

200000020

Service Request ID

301572100

Site

260000001

Site Group

200000007

Summary

1000000000

Work Order ID

1000000182

z2TF Work Log Description

301389926

z2TH WorkLog

301389923

Related topics

Configuring full text search

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