Performing a search

Search for records and restrict the scope of the search by using optional filter criteria.

By default, the search function looks for records in all supported applications for the text that you specify. You can restrict the scope of the search by selecting which record types to search, which fields to search in solution and service request records or both.

Self Service Global Search supports searches in the following languages:
  • Arabic
  • Brazilian Portuguese
  • Czech
  • English
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Polish
  • Russian
  • Simplified Chinese
  • Spanish
  • Swedish
  • Traditional Chinese

Searching

  1. Click Self Service Global Search. If you are viewing a self-service application, on the Application Launch toolbar, click Self Service Global Search.
  2. In the Find field, enter the text you want to find.
  3. If you want to restrict the scope of the search, complete the following procedure. If you want to search all supported record types and fields, skip to the next step.
    1. Click Maximize View Maximize View icon on the Advanced Search table heading bar to display the check boxes for filtering the search. By default, all check boxes are selected.
    2. To restrict the search to selected record types (classes), select or clear one or more check boxes in the Classes table. For example, to search only solution records and service request records, select the Solution? and Service Request? check boxes and clear the remaining check boxes. Use the Check All? box to select or clear all check boxes. The system searches only for record types that are checked. At least one record type must be checked.
    3. To restrict the search to certain fields within solution and service request records, select or clear one or more check boxes in the Solution and Service Request Attributes table: Description/Summary, Symptom, Cause, Resolution, or Details. The system searches only the field types (attributes) that are checked. At least one attribute must be checked.
      Additional Information:
      • Description/Summary refers to the Description field in solution records and to the Summary field in service request records. The Description field is an unlabeled field at the top of a solution record. Descriptions are also displayed in the Description column in a list of solution records.
      • Details refers to the long description in solution records and to the Details field in service request records. The long description in a solution record is displayed when you click Long Description icon next to the Description field.
      • The search disregards checked attributes that do not apply to a record type. For example, if you select only the Service Requests? check box and all attribute check boxes, the search ignores the Symptom, Cause, and Resolution attributes. If you select only the Service Requests? check box and only the Symptom?, Cause?, and Resolution? check boxes, no results are returned.
  4. Click Search icon Search to start the search.

    The search results are sorted by record type. For example, all solution records are listed in the Solution Results table, all offering catalog records are listed in the Offering Catalog Results table, and so on. Click the record identification number to view a record.

Note:
  1. The number of records displayed in the global search results or in Self Service Global Search defaults to 500. In order to change this value, set the "GlobalSearch.maxCount" system property.

    To set the GlobalSearch.maxCount value, complete the following steps:

    1. From the Go To menu, click System Configuration > Platform Configuration > System Properties.
    2. Click on New Row under Global Properties.
    3. Enter values for the Property Name (GlobalSearch.maxCount) and Description fields.
    4. Enter the new property value in Global Value.
    5. Click the Save Property icon to save your changes.
    6. To make the property value to take effect:
      1. Find your new property by clicking Filter, enter your new property name, and press the Enter key.
      2. Click the check box next to your new property, click the Live Refresh icon, and then click OK.

    Once this system property is set to a new value, that value will be used to display the number of records in the result.

  2. The size of the attachment (that will be indexed to be used for the attachment search) defaults to 1 MB. In order to change this value, set the "PmObjSearchCron.maxFileLength" system property.

    You can set this system property value by completing the above procedure, substituting PmObjSearchCron.maxFileLength for the Property Name.

    Once this system property is set to a new value, that value will be used as the maximum file size to index.

Parent topic: Self Service Global Search application

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