Configuring search options for Control Desk Service Portal database search

At installation, the default search type that is specified for some fields in IBM® Control Desk is a text option that searches only for full words. Consider changing the default search type for fields where you want searches to include partial word strings.

About this task

If a search type of text is specified for a field and a user types part of a word when entering a search string, the search does not return any results. It is often more effective for users when search results are returned for partial strings. There are two instances for which you might want to change the search type for fields in the Service Portal so that search results are returned for partial words instead of requiring users to enter a full word:
  • The search feature on the Search Tickets page searches the contents of the Summary field. If the default search type of text is maintained for the Summary field, ticketing agents are required to enter a full word in the search field to find a ticket.
  • The search feature on the People page searches the contents of the Display Name field. If the default search type of text is maintained for the Display Name field, administrators are required to enter a full word in the search field to find a user.
To make searches more efficient for your users, you can change the search type to wildcard for those two fields so that search results are returned for partial words. The wildcard option searches for partial words and also performs wildcard searches.
Parent topic: Configuring search options in Control Desk Service Portal

Configuring search for tickets

About this task

Complete the following steps to configure wildcard search for the Summary field in ticketing.

Procedure

  1. Log in to the IBM Control Desk user interface as an administrator and go to System Configuration > Platform Configuration > Database Configuration.
  2. To search for the TICKET object, in the Object field, type TICKET and press Enter.
  3. Select the TICKET object.
  4. On the Attributes tab, click Filter and search for DESCRIPTION.
  5. Expand the DESCRIPTION attribute.
  6. In the Search Type field in the Advanced section of the window, select the type of search you want.
  7. Save the changes.

What to do next

After you configure search for the tickets, apply the configuration changes to the database.

Configuring search for people

About this task

Complete the following steps to configure wildcard search for the Display Name field in user management.

Procedure

  1. Log in to the IBM Control Desk user interface as an administrator and go to System Configuration > Platform Configuration > Database Configuration.
  2. To search for the PERSON object, in the Object field, type PERSON and press Enter.
  3. Select the PERSON object.
  4. On the Attributes tab, click Filter and search for DISPLAYNAME.
  5. Expand the DISPLAYNAME attribute.
  6. In the Search Type field in the Advanced section of the window, select the type of search you want.
  7. Save the changes.

What to do next

After you configure search for the tickets, apply the configuration changes to the database.

Applying changes to the database

Procedure

  1. Log in to the IBM Control Desk user interface as an administrator System Configuration > Platform Configuration > Database Configuration application. Every object that must be updated in the database has a status of To Be Added.
  2. Choose the Manage Admin Mode action.
  3. Click Turn Admin Mode ON, and then click OK when prompted. This task takes several minutes to complete. You can click Refresh Status to view progress.
  4. After Admin Mode is enabled, select Apply Configuration Changes, to apply the changes to the database. To Be Changed must not appear in the status column for objects listed.
  5. Complete the following steps to turn off Admin Mode:
    1. In the Database Configuration application, choose the Manage Admin Mode action.
    2. Click Turn Admin Mode OFF, and then click OK when prompted. Failing to turn off Admin Mode within the application causes cron tasks to fail.

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