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.

Before you begin

To perform a search from within a solution, go to the Solutions application (Go To > Service Desk > Solutions) and open the solution record from which you want to search.

About this task

In addition to searching for solution records, the search engine searches attachments that might be appended to the records.

  • Searching for tickets or solutions
    You can search for tickets that are resolved by the current solution. You can also search for a solution that might be related to the solution.
  • Searching knowledge bases
    You can search available knowledge bases that might contain information about a solution. Typically, the knowledge bases are external Web sites that might contain information that you are looking for, such as IBM, Google, Bing, and Yahoo.
Parent topic: Global Search application
Related tasks:
Searching for application records
Searching external knowledge bases
Configuring knowledge bases for searches
Searching from within a ticket
Related reference:
Search string syntax

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