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Search All

Service Desk > Operations > Search All

The Search All page displays all tickets and all KB articles a VSA user is authorized to see in a table format. You can use this specialized table to search for text in Description, Notes, or Summary fields, whether that text or value is used in a ticket or KB article. You can also use the Search All table to link any combination of tickets or KB articles.

Actions

The following actions are provided to manage items in the Search All table. In some cases you have to select one or more rows to enable an action buttons. The functionality is similar to the Tickets page for tickets and the Knowledge Base page for knowledge base articles.

  • New - Creates a new ticket.
  • View - Displays an item without allowing any edit changes. You can select multiple items and page from one ticket to the next in View mode.
  • Edit - Edits a selected ticket or KB article.
  • Delete - Deletes selected tickets.
  • Group Updates - Updates multiple tickets at the same time. For example, you can set a group of tickets to Closed. All tickets must be members of the same service desk.
  • Merge - Merges multiple tickets into a single ticket. Tickets can be members of different service desks.
  • Copy - Copies a selected ticket or KB article to either a ticket or a KB article. See Copying Tickets and KB Articles.
  • Link - Links two or more selected items. Linked items display in the Related Tickets tab of a ticket or KB articles.
  • Unlock - Unlocks selected items. An item locks each time you edit it, preventing other users from editing it at the same time. If a user has left an item open and you need to maintain it, you can unlock the item to gain access to it. Doing so prevents the user who originally opened the item from saving his or her changes.
  • Export - In Search All, use the Service Desk column to filter the display of items to one desk, then click the Export button. Exports selected tickets, including attachments, to an XML file. If more than five tickets are selected for export, the export is performed in the background and an Inbox message is generated. The inbox message contains a link you can click to download the generated XML file. All tickets must be members of the same service desk.

    Note: Desk definitions, message templates and tickets can be imported and exported using the System > Import Center. A desk definition can be exported as a template or as desk. Exporting a desk definition can include all the procedures that support it. Exporting a ticket includes the desk that supports it.

  • Import - Imports tickets from another service desk, as an XML file.