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How does the search function work in Remedyforce

In BMC Remedyforce, you can find information quickly by using the search function. This section provides an overview of the search behavior in the most commonly used areas of BMC Remedyforce.

The following topics are provided:

Search behavior based on field types

When you perform a search in BMC Remedyforce, by default some field types are displayed in the search results, whereas some field types are excluded from the search results.

Field types which are displayed in the search results

Some of the common field types which are displayed in the search results are as follows:

  • Text field type
    For example, available results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Client Name field.
  • Lookup field type in the Remedyforce Console list views
    For example, available results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Status field.
  • Email and Phone field types

Field types which are not displayed in the search results

Some of the common field types which are not displayed in the search results are as follows:

  • Formula field type
    For example, no results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Actual Outage Time (Hours) field of a record. 
  • Rollup Summary field type
    For example, no results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Total Duration (minutes) field of an incident record.
  • Number field type
    For example, no results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Actual Duration field of a record.
  • Date/Time field type
    For example, no results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Closed Date field of a record.
  • Picklist field type
    For example, no results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Incident Type field of a record.
  • Lookup field type (except the lookup field type in the Remedyforce Console list views)
    For example, no results are displayed if you search for records in the Remedyforce Console list view by entering the value of the Account field of a record.

Search behavior in the commonly used areas of BMC Remedyforce

The following table describes how the search function behaves when you enter keywords in the search text boxes and search for information in some of the most commonly used areas of the BMC Remedyforce product—Remedyforce Console list views, Tickets and Requests tab of Remedyforce Self Service, Salesforce search, Remedyforce search on the Home tab, and the right panel of the Remedyforce CMDB tab.

Search behavior

Example

Searches are not case-sensitive.

If you search for Customer, customer, or CUSTOMER, the same results are displayed.

Searches match the entered keyword with the beginning characters of records, or fields to be searched.

If you search for 2387, the results display all the available records that start with 2387, such as 23870, 2387111.

Searches find an exact phrase when the entered search phrase is enclosed in double quotation marks (“”).

If you search for “john smith”, the results will display the available records that contain the exact phrase john smith.

Searches break down the keywords into smaller meaningful units (tokens).

If you search for 2387, the results display all the available records that contains 2387, such as M23871. The search breaks M23871 down into the tokens “M” and “23871”.

Searches remove leading zeros from alphanumeric text.

If you search for 2387, the results display a record instance name like ESTILT_002387. The search breaks ESTILT_002387 down into the tokens “ESTILT” and “002387” and removes the leading “00” from 002387. As the token “2387” contains 2387, the search results display ESTILT_002387.

Search behavior in the commonly used lookup windows

The common search behavior in the Category, Staff, and Queue lookup windows is as follows:

  • Searches are not case-sensitive.
  • Searches for exact phrases by entering the search phrase enclosed in double quotation marks are not supported.
  • Searches break down the keywords into smaller meaningful units (token).
  • Searches remove the leading zeros from alphanumeric text.

The search behavior unique to the Category, Staff, and Queue lookup windows is as follows:

  • Category: Search is conducted only by the category name. In the category tree, search result displays the categories that matches the entered keyword, parent categories up to the root that matched the entered keyword, and child categories that matched the entered keyword. 
  • Staff: If a queue is selected, the search result displays only the active staff members in the selected queue. However, if a queue is not selected, the search result displays all the active staff members.
  • Queue: Search is conducted only by the queue name and only for the active queues.

Search behavior of lookup filters in the list views of Remedyforce Console and Remedyforce CMDB

While defining column filters on lookup type of fields in the list views of Remedyforce Console and Remedyforce CMDB, lookup filters that are already configured are not supported. All records of the corresponding object are displayed in the typeahead and in the lookup window that is opened from column filters.

Fields that support the type-ahead search in Remedyforce

The type-ahead feature offers suggestions as a user enters text in a lookup field. For this feature to work, you must enter minimum 2 characters.

Fields in which search is done

The following table lists objects and fields that support this feature:

Object

Fields

Details

  • Incident
  • Task
  • Problem
  • Change request
  • Release

All lookup fields of these objects?

  • If a filter is applied to a lookup-type field, only the records that match the filter criteria are displayed in the pop-up window. If the configured filter is optional, you can use the Show all results option to remove the filter.
  • type-ahead in the lookup-type fields works only on the results that are the part of the filtered results for optional and required filters. For example, on the Category field, if a filter is applied to show only Applications and Account Administration as the results, then type-ahead only works for those two categories. Also, if you click to search for the other categories by typing in the search field, the search does not return any results unless you use the Show all results option to remove the filter.
  • If your system administrator has configured a custom Lookup-type field, the type-ahead functionality does not work when you are using the field for the first time. You must click and select the required option for the first time.

Base Element

  • Location
  • Name
  • City
  • Country
  • Country Code


User

  • FirstName
  • LastName
  • Username
  • Name


Group (For Queue)

Queue.Name


Contact

  • To 
  • Cc 
  • Bcc 
  • If either Name or Email field of the Contact object is encrypted, then the typeahead for To, Cc, and Bcc fields on Activity Feed shows the matching results from contacts based on the non-encrypted field.
  • If you encrypt both Name and Email fields of the Contact object, then the typeahead for To, Cc, and Bcc fields on Activity Feed does not display results for contacts. 
  • Service
  • Service Offering
  • Config. Item 

Name


Objects that do not support the type-ahead feature

The following Salesforce objects do not support the type-ahead feature:

  • Case
  • Solution
  • Idea


Related topics

Searching-Self-Service

Overview-of-the-Remedyforce-CMDB-tab

Viewing-submitted-tickets-and-service-requests

Overview-of-the-Remedyforce-Console-tab

Configuring-the-Remedyforce-search-on-the-Home-tab