You can control how the Search toolbar in Web Access works. In Self Service, you can choose to show or hide the toolbar. In Web Desk, you can show or hide the toolbar, and also specify whether the search bar searches for IDs, text, or both.
To configure the Search toolbar:
In Web Desk, click . The System preferences page appears.
In the Self Service settings group, set Display the Search Toolbar to true or false.
In the Web Desk settings group, select the required value in the Search Toolbar list: Search for both ID and Knowledge – the Search toolbar searches for both process IDs AND text entered into attributes that are configured for knowledge searching Search for Knowledge Only – the Search toolbar searches for text entered into attributes that are configured for knowledge searching ONLY Hide Search Toolbar – the Search toolbar does not appear in Web Desk Search by ID Only – the Search toolbar searches for process IDs ONLY