Search Tips

 

Unable to perform a search that fulfills your desired search list? Here are a few search tips that you can utilize while conducting a search operation.

 

The tabular below shows the parameters for which the search operation can be performed. They are,

 

Requests		Solutions		Contacts		Accounts		Contracts
Parameter	Description	Parameter	Description	Parameter	Description	Parameter	Description	Parameter	Description
id	Request ID	id	Solution ID	id	Contact ID	id	Account ID	id	Contract ID
subject	Title/Subject	topicid	Topic ID	contact	Contact Name	account	Account Name	contract	Contract Name
desc	Request Description	subject	Solution Title	account	Account Name	desc	Account Description	desc	Contract Description
createdby	Created By	desc	Solution Description	login	Login Name	address	Address	contractno	Contract Number
contact	Contact Name	topic	Topic Name	title	Job Title	email	Account Email	account	Account Name
account	Account Name	keyword	Keywords	desc	Contact Description	fax	Account Fax	createdby	Created By
product	Product Name	author	Created By	email	Contact Email	domain	Account Domain	product	Product Name
recipient	Recipients	attachment	Attachment Name	phone	Contact Phone	website	Account Website	status	Status Name
resolution	Resolutions					attachment	Attachment Name	supportplan	Support Plan
supportrep	Support Rep							attachment	attachment Name
notes	Notes							service	Service Names
attachment	Attachment Name
tag	Workorder Tag
status	Status Name
level	Level Name
category	Category Name
subcategory	Sub Category Name
item	Item Name
priority	Priority Name
group	Group Name
timeentrydesc	Time Entry Description
timeentrytype	Time Entry Type

 

Simple Search:

The Simple Search is the most commonly used search tip. Just type in a word or a group of words and search.

 

 

Phrase Search:

Use double quotes to search exact phrases or words.

 

For example, here's how to type a phrase within double quotes. The search returns the exact phrase.

 

Field Search:

Limit the search to the specified field.

 

For example, here's how to search results with Adam Smith as the contact or Heather Graham as the Support Rep.

 

 

Combinational Search:

The above three search options namely, simple search, phrase search and field search, can be combined to display results.

 

 

"+" Search:

A "+" symbol in front of the search word displays results precisely as you have typed it. Please note a space before the "+" symbol is mandatory.

 

For example, here's how to search for requests from Adam Smith with the support rep as Heather Graham.

 

"-" Search:

A "-" symbol in front of the search word displays results that does not contain the word. Please note a space before the "-" symbol is mandatory.

 

For example, here's how to search for requests from Adam Smith which are not assigned to Heather Graham.

 

 

WildCard Search:

WildCard search consists of the symbols "?" and "*", which is used as a placeholder or substitute for a sequence of characters or words.

 

For example,

 

Re?l : Returns results for Reel, Real  

Re* : returns results for Read, Research, Real, Reel, Recreation, Resource and much more

 

Advanced Request Search:

Using advance search option you can further enhance the request search by drilling it down to request properties. This option allows you to search requests by providing the requests fields as search criteria.

 

To perform advance request search:

1. Click the Advanced Request Search icon in the header pane beside the Go button. The Advanced Request Search page is displayed under the Requests tab.

2. Click the Advanced Request Search link beside the search field to add search criteria.

3. Select the field name from the drop down and select the condition value 'Contains' or 'Does not contain', for specifying your search condition. Enter the corresponding values in the text box provided.
4. To specify another condition, click Add a condition link and specify the next condition.
   
   NOTE: The default condition type is 'AND'. When you have multiple conditions, the search results will be displayed only if all the mentioned conditions are satisfied by the request.
5. Click Search. All the requests matching the criteria will be displayed.
6. You can also sort the search results by Relevance, Created Date or Last Updated date by selecting an appropriate option from the Sort results by drop down.
7. If you would like to get back to the normal search, click <<Back to Basic Search link available at the top right corner.