Search Requests

Apart from the column search present in list view or template view, you can also search for requests using global search. By default, search results are displayed in the template view. You can choose to view them in the table view.

As you type your search term in the search bar, ServiceDesk Plus automatically matches your search term and displays the matching results.

Search Auto-Suggest

As you type the search term, matching configuration fields are automatically listed.

The matching configuration values are grouped and listed. For example, if you type Email, the suggestions will be listed for requests containing Email in system fields, additional fields, templates, categories, and requests.

Filter Search Results 

You can filter your search results by text (request ID, subject, requester’s name, or group) or date (created date, due by date, completed date, or responded date).

 Click More for the complete list of fields searchable in the request module. 

Revise Search Queries 

Edit Search Term: Click the search term to edit the applied query. Click the back arrow to change the column criteria.

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Negate Search Criteria: Click the is/contains key to toggle to negative search criteria. This will help you exclude requests under a specific condition.

Add more Search Queries: Click Add beside the search criteria to add more strings to narrow down your search. By default, the AND condition is applied. Click AND to toggle to OR condition.

Advanced Search 

Use special characters to perform advanced search.

Refer to the table for pointers:

Search Type	Definition	Character	Use Case
Phrase Search	Specific set of words	Enclosed Quotations (" ")	"pending approvals" will display requests that contain the exact phrase and DOES NOT include records that contain either pending or approvals.
Wildcard Search	A partial word	Asterisk (*)	hig* will contain results containing words like high, higher, highest.
	A single character	Question Mark (?)	close? will match only closer and not closest.
Fuzzy Search	Misspelled items	Tilde (~)	approve~1 will match words with up to 1 error and return matching results.
Merged and Archived requests Search	Search through merged and archived requests.	Hashtag (#) preceding the request ID	#49 will display the results from the archived list or merged list.

 

Search Archived Requests

To search through archived requests, select Archived Requests in the Search drop-down list.

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