Search Examples

The following are some examples of how to use search.

To search for all incidents that are breaching within the next 24 hours, set up the search query fields as follows:

1.Log into the Service Desk.

2.Open the Incident workspace.

3.Open the Saved Searches menu. See Viewing the List of Saved Searches Available to Your Role for information about opening the Saved Searches menu.

4.Click New Saved Search. A blank search form appears.

5.Enter a search name, such as "Expression Example", and click Save.

6.Set up your query as shown in the example below:

Business Object Field Operator Criteria
Incident Status In List

Active, Logged, Waiting for 3rd Party, Waiting for Customer, Waiting for Resolution
AND      
Is Related To At least 1 Escalation Watch via IncidentAssociatedEscalationWatch (0...1 : 0...N)
WHERE      
Escalation Watch BreachDateTime Greater or Equal $(Today())
AND      
Escalation Watch BreachDateTime Less than $(Tomorrow())

Example of Creating a Saved Search with Expressions

7.Click Run Search to see the results.

8.Click Save.

You can create a quick action that enables you to find and replace specific values in specific fields in an entire saved search list, a selection of items, or a single item.

The Find and Replace quick action looks through the records for any instances of the specified field that contain the specified current value. When it finds that field and current value, it replaces the current value with the new value.

Find and Replace Quick Action -- Before

In this example, the name is Owner Change. No description is added. The category is Form Actions.  (If you do not choose a category, the quick action is listed in No Category.)

Find and Replace Quick Action -- After

In this example, we use the Find and Replace quick action created above to replace the name of an incident owner with the name of a different owner for all results in the current saved search.

Individual Incident Before Search and Replace

Incident List Before Search and Replace

In this example, the category is form actions and the name of the quick action is Owner Change.

Owner Change Quick Action

In this example, the field is Owner. The current value is Ron B Davis and the replacement value is Chris Lawton.

1.Check one of the following:

•Find results in selected rows: Finds individual incidents that you previously highlighted.

•Find all results in current Saved Search: Finds the entire list of incidents that is currently displayed.

In this example, we checked Find all results in current Saved Search.

2.Click Replace.

The quick action looks through the records for instances of the Owner field that contain Ron B Davis. When it finds such an instance, it replaces Ron B Davis with Clawton.

When the quick action is finished, it displays a message with the results.

Incident List After Search and Replace

This topic describes how to create a saved search that searches for records that will breech within a specific time, in this case, records that will breach in the next seven days. This search uses expressions.

1.Log into the Service Desk Console.

2.Open a workspace.

3.Open the Saved Searches menu. See Viewing the List of Saved Searches Available to Your Role for information about opening the Saved Searches menu.

4.Click New Saved Search to create a new search. See Using Saved Search for more information on how to create a saved search.

5.In the search criteria area, choose the following:

Business Object Field Operator Criteria
Escalation Watch via IncidentAssocResolutionEscWatch (0...1 : 0...1) BreachDateTime Equal to

$(BeginningOfDay(7))
AND      
Escalation Watch via IncidentAssocResolutionEscWatch (0...1 : 0...1) BreachDateTime Greater than $(CurrentDate())
AND      
Incident Status Not In List Closed, Resolved

For more information, see About Using Expressions in Searches and Dashboards

Example: Search the Next 7 Days

6.Click Preview to check your search results.

7.Click Save.