ServiceDesk Plus MSP uses Lucene Search for implementing its search mechanism and allowing application users to perform all kinds of searches.
Table below lists the fields which can be searched (along with sections under which they appear in the application):
Incident text field
Pick - List
Points to remember about search mechanism:
Special characters cannot be searched.
Request(s) whose description exceeds/or is equal to 64k cannot be searched.
Search performed by Technicians with SDAdmin role will fetch 500 results.
Search performed by Technicians with roles other than SDAdmin role will fetch 2500 results.
Newly added/updated records can be searched only after an interval of 2 mins.
Note: In case, the lucene folder gets corrupted, execute the file reIndex.bat available under: servicedesk/bin to sort out the records.