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
- In the text field to the right of the breadcrumb bar, type your search string and then click the Search icon.
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.
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.
- To return to the search results table, click the Search icon again.
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.
Example search string
Performs a phrase search on the terms enclosed in double-quotation marks (")
Find requests that contain any of the specified words
Wildcard to extend the search
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.
Example search string
Find requests that contain all of the specified words and phrases
firewall AND blocking
Find requests that contain any of the specified words and phrases
firewall OR blocking
Exclude the specified word or phrase
firewall NOT blocking
firewall is not working
firewall AND (block, allow)
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 .
Work Order form indexed fields
List of the fields on the Work Order form (WOI:WorkOrder) that are indexed for use by Global search.
Categorization Tier 1
Categorization Tier 2
Categorization Tier 3
Customer Last Name
Product Categorization Tier 1
Product Categorization Tier 2
Product Categorization Tier 3
Request Assignee Support Organization
Request Assignee Support Company
Request Assignee Support Group
Request Manager Group
Request Manager Support Company
Request Manager Support Organization
Service Request ID
Work Order ID
z2TF Work Log Description