This documentation supports the 9.1 version of Service Request Management.

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

Searching for work orders

You can perform the following types of searches for work orders:

  • A defined search based on work orders that are linked to your ID or your group's ID
  • A one-time custom search using the Work Order (Search) form
  • A custom search built using specific search qualification criteria that can be saved for reuse

The Defined Searches option provides a predetermined set of criteria that you can use to find work orders. A defined search looks only through records that are in some way associated with you through your login ID or group ID (for example, records assigned to you or to your support group, and so on). For example, you can use a defined search to search the database for all work orders that have a status of Open.


To view the support groups you belong to, navigate to Functions > My Profile from the Work Order Console, and click the Support Groups tab. For more information about this link, see Using the Work Order Console.

A custom search looks through all the records that meet your search criteria, regardless of their associations to people or groups. Use this type of search when you are looking for a record not associated with your ID or your group's ID, or any time you need to search all records.

You can run a one-time custom search, or you can create and save them for reuse.  After you save a custom search, it appears in the My Searches node of the Defined Searches list.

To run a defined search

  1. On the Work Order Console, select Defined Searches from the Filter By field.
  2. Select the option that corresponds to the search to run.
    You can select By Status, By Role, or By Work Order Type.
  3. Click the criteria that defines the status of the records to see.
    For example, to see all open records by status, click All Open. The results of the search appear in the Console List.


If the contents of the Console List do not update after you run the search, click the Refresh button.

To run a one-time custom search

  1. From the navigation pane of the Work Order Console, click Functions > Search Work Order. Alternatively, from the Service Request Management home page, navigate to Service Request Management > Search Work Order.
    A Work Order (Search) form is displayed on the screen. The form is laid out in a similar way to the Work Order form, and contains the same tabs and fields. You can use any of the tabs and fields in the form to specify your search criteria.
  2. Using the tabs and fields, build your search condition.
    To reduce the number of records found by the search, enter as much information into the form as you can.
  3. Click Search.
    The application displays a search results list that contains all the records that meet the specified criteria.
  4. Scroll through the list to find a specific record.

To define and save a custom search

  1. At the top of the console, click the  icon beside the Filter by field.
  2. On the Manage My Searches dialog, in the Search Name field 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. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal values between double quotation marks:

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


    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' >= 07/19/2008"

    To search for articles where Business Service = Payroll Service:

    'Business Service' ="Payroll Service" AND
    'Last Resolved Date' >= "07/19/2010"
  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.

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