Searching for a Request

There are 3 ways for searching a request:

• Keyword based Search (Using Search Box of Request List View page)

• Column Wise Search (Using Search Icon of Request List View page)

• Using Advance Search (Available besides Request ID Search Box)

Keyword Search

In Keyword Search option, you can search for requests based on a keyword, say laptop or printer. The keyword can be from the subject or description of the request or a value of the request fields (Priority, Status, Group and so on) like High, Open, Printer Team and so on. You can also search for requests assigned to a technician by entering the name of the technician as the keyword. The search results in a list of requests which matches the keyword.

You can further sub divide the request module to search based on Notes, Work Log, Resolution and Request ID.

To perform Keyword Search,

1. Click Requests tab in the header pane.

2. In the Search block, select Requests in Search in drop down menu.

3. You can further fine grain your search by selecting the Sub Modules. You can search for requests based on Notes, Work Log, Resolution and Request ID.

4. Enter a keyword relevant to the request in Enter Keyword text field.

NOTE:

• If you have selected the sub module as Notes, then you can either enter a relevant keyword from the notes content or the name of the technician who has added the note.

• If you are searching requests based on Work Log, then enter the technician's name as the keyword.

5. Click Go. The search results in requests that match the keyword.

Column-wise Search

Column-wise Search allows you to search for requests using two or more keywords. For example, if you want to search for all the High priority requests assigned to the Printer Group with Subject as Printer, then you can do so using column-wise search option.

NOTE: You cannot search for requests based on any of the date fields of the request.

To perform column-wise search,

1. Click Requests tab in the header pane.

2. In the Request List view page, click Search icon at the end of the request list view headers. This opens the search field just below every column that is visible in the list view.

3. Enter the search key in field under the column of your choice.

4. Click Go. The search results matching the search string(s) are displayed.

   
   

    

Advance Search

Advance Search allows you to search for requests using a combination of AND and OR logical conditions and also allows technicians to choose from multiple filter criteria like "is, is not, contains, not contains, start with and end with" etc.,. See Advanced Search for more info.