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This documentation supports the 20.02 version of BMC Service Request Management.To view an earlier 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

Related topics

Fulfilling-work-orders

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.
Success

Tip

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.

Warning

Some content is unavailable due to permissions.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Service Request Management 20.02