Searching Requests

The Search feature in ServiceDesk Plus enables you to find the all request-related information easily and accurately.

ServiceDesk Plus supports the following three types of search:

Global Search

Global search allows users to search for information across modules without having to navigate through individual modules. Technicians can search for information from the following modules:

Requests

Archived Requests

Problems

Changes

Maintenance

Asset

Workstation

Software

Purchase

Contracts

Releases

Projects

Solutions

System Log
Users

You can also use Search Across to search for information across modules.

Global search will be applied only when Lucene is enabled.

Perform Global Search

Click the Search icon in the header. If you have enabled keyboard shortcuts, press / to open the global search.

Select a module to search through.

Type a search term into the search bar and press Enter.

You can select specific fields under Requests, Archived Requests, and Solutions to perform a granular search.

Modules	Supported Options
Requests	Default Search, Notes, Work Log, Resolution, Request ID, Tag Use Default Search to search through all request properties except numeric fields. To perform field specific search, you use Notes, Work Log, Resolution, or Request ID.
Archived Requests	Default Search, Request ID Use Default Search to search through all request properties except numeric fields. To search for archived requests based on request ID, you can use Request ID.
Solutions	Default Search, Title, Description, Topic, Keywords Use Default Search to search through all fields (except numeric fields) in solutions. To perform field specific search, you use Title, Description, Topic, or Keywords.

In the Requester login, only Default Search is supported.

Search Across Modules

Search Across allows you to search for information across modules and displays results from all modules in one place.

Currently, technicians can search across Requests, Archived Requests, Solutions, Users, and Assets modules.

Lucene Search

ServiceDesk Plus uses Lucene Search for implementing its search mechanism and allowing application users to perform all kinds of searches.

Table below lists the fields which can be searched (along with sections under which they appear in the application):

Request Module	Request ID
	Status
	Category
	Group
	Incident text field
	Priority
	Subject
	Mode
	Sub Category
	Technician
	Single Line
	Urgency
Search Fields	Description
	Level
	Item
	Impact Details
	Multi Line
	Impact
	Request Type
	Department
	Requester
	Pick - List
Solution Module	Solution ID
	Solution Title
	Solution Topic
	Solution Keyword
	Solution Comments
	Solution content

Using Lucene search, the user can search for results with :

Exact Words: The user can also search within double quotes. Eg: Search for "Server crash"
Multiple words: By default, the application will search with OR function. If the user requires AND function, then he/she has to search the same keyword within double quotes. This can also be done using Advanced Search. Eg: Search for Mac Headphones and Mac monitor
Numerical ranges: This can be done only using Advanced search. Eg: Search for all tickets between 30000 and 30050.
Specific values in tickets: This can be done only using Advanced search. Eg: Search for Requests containing Software upgrade and maintenance.

Tips:

Avoid entering common words like "is","was","for","as",etc., in the search box, to obtain precise results.
Higher the number of times 'the term' you search for occurs in the Solution, higher the precision of your search results.

Points to remember about search mechanism:

Special characters cannot be searched
Request(s) whose description exceeds/or is equal to 64k cannot be searched
Search performed by Technicians with SDAdmin role will fetch 500 results
Search performed by Technicians with roles other than SDAdmin role will fetch 2500 results
Newly added/updated records can be searched only after an interval of 2 mins

Note: In case, the lucene folder gets corrupted, execute the file reIndex.bat available under: servicedesk/bin to sort out the records.

Column Search

Click the Search button next to the Action drop-down, as shown below:

You will now be able to search through all the columns you have selected to be displayed in the Request List view.

You cannot search for requests using any of the Date fields.

If you have enabled keyboard shortcuts, press S to open the column search.

Advanced Search

In this search, you can use Advanced Filter to sort and display requests that meet certain criteria. This option is available only on the request list view.

The Advanced Filter option is available only for technicians.

The advanced filter option allows you to define conditions and criteria to refine the search results. Click Advanced Filter in the request list view as shown below:

On the displayed page,

Provide a name for the filter.
Enable the Mark as public check box to make the custom view public.

Select a Column and its Criteria from the drop-down.
You can add more filter conditions by clicking and choosing between AND/OR to match all/any of the column, criteria and condition of the filter. You can choose up to 10 conditions using the AND or OR operators.

Click Apply to perform advanced search or click Save to save the filter details. The custom view is saved and listed in the filter drop-down menu.

Bulk Actions for Search Results

You can perform the following bulk actions to the requests displayed under the search results:

Edit
Delete
Pick up
Assign
Close
Merge
Link