Searching for items

Users with the read Incident, Problem or Change Request permission enabled have access to a search facility, allowing users to quickly list Incidents, Problems and Change Requests matching certain conditions. For added convenience, frequently used searches can be saved to the toolbar.

To define a search

  1. Select the List tab and click the Search icon in the toolbar.

  2. The New Search information window appears. This consists of three tabs:

    Criteria

    Choose the search type: Incidents, Problems or Change Requests.

    Select the appropriate field on which to base the search.

    Click > and apply the required criteria, for example, 'is equal to' (click < to remove an item or << to remove all items). Click Add to Search.

    Repeat the process if multiple conditions are required. You can change the order of items in the list using the up and down arrows or group/un-group items to ensure search actions are performed in the correct sequence.

    Field List

    Based on the criteria you have specified, you can customise the data fields that are displayed when the search is performed. Click Change Fields and add or remove fields as required. Click Update to accept the changes.

    Properties

    If you want to save the search for future use, enter a suitable name for easy access. Saved searches can be listed on the right-hand side of the Information window; click Display on Menu. You can then choose an icon, add suitable menu text and decide on the sort order for the saved search. Alternatively, saved searches can be retrieved by clicking the Open icon on the Search toolbar. You can restrict who has access to the search by clicking Add and selecting the required users.

  3. Click Save to store the search when complete.

Note:  You also have the option to create a saved search when creating a new report, as new reports are based on a saved search.

Running a search

If Display on Menu was selected in the search properties, the saved searches is listed in the right-hand side of the Information window; simply select the appropriate named search. Alternatively, click the Open icon in the toolbar, select the saved search from the list and click the Go icon in the toolbar. Items matching the criteria will be listed.