Global Search application

Searching for application records
When you perform a global search of the Solutions, Incidents, Service Requests, or Problems application, you enter search terms, and you can further restrict the search using optional filters. After a search is complete, you can examine details of each of the matching records.

Searching external knowledge bases
When you perform a search of available knowledge bases, you can specify any of the knowledge bases that are configured for your searches. Knowledge bases can be either external sites such as IBM, Google, Bing, and Yahoo, or an internal site that is configured for searching.

Configuring knowledge bases for searches
Before a knowledge base can be available for searching, it must be configured in the Launch in Context application. A system administrator, Service Desk administrator, or other user with authorization to use Launch in Context performs the configuration.

Search string syntax
When you enter the search terms for a global search, you can use logical operators to construct search strings that enable the search engine to find exactly what you need.

Searching from within a ticket
When you have an incident, service request, or problem ticket open, you can search for similar or related tickets to help you find more information. You can also search for existing solutions that might resolve the ticket, and you can search knowledge bases as well.

Searching from within a solution
When you have a solution open, you can search for tickets to which the solution applies. You can also search for existing solutions that might be related to the current solution, and you can search knowledge bases as well.