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Search All

Service Desk > Operations > Search All

The Search All table comprises all tickets and all KB articles you have access to view. You can use this specialized table to search for any text or field value, 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.

Search All Table

All tickets and KB articles you are authorized to see are displayed as a list of rows in a table. The following actions are provided to manage items in the Search All table. In many cases you have to select one or more rows before you click one of these action buttons.

  • 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 item to a target service desk or knowledge base desk. Options include linking source and target items, changing field values and either including notes or converting notes into a consolidated description in the target desk.
  • 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.
  • Import - Imports tickets from another service desk, as an XML file.

Filtering

There are multiple methods for filtering the rows displayed in the Tickets table, Knowledge Base table, or Search All table. All methods of filtering can be combined at any time. Clicking Reset removes all filtering.

  • Search - Enter a search string in the Search edit box. Only rows containing the search string in the Summary, Description or Notes fields are displayed.
  • Column Options - This table supports selectable columns, column sorting, column filtering and flexible columns widths.
  • Named Filters - Named filters are "fixed" combinations of filtering criteria, based on many of the columns you see in the table. They are selected using the View drop-down list. Named filters are created, edited, saved, shared and deleted by users. Additional options include:
    • This field can be a column filter - This extra checkbox displays for many of the filter columns shown in the Edit a Filter dialog.
      • If checked, the filter selections you've defined for that column can be changed dynamically within the table, just like any other column not specified by the named filter.
      • If blank, the filter selections you've defined for that column cannot be modified in the table. The column filter option doesn't display for this column in the table, preventing you from making any changes to it. Leaving this checkbox blank reduces confusion, since you can be confident that the named filter settings have not been modified by any additional column filtering you may have performed.
    • Similar to/Like - The text entered occurs anywhere within the target cell. Entering wild cards characters is not necessary. For example, filtering a column by text that contains age will display records with the following cells values: age, agent, storage, etc.
    • Not Like/Is Not Assigned - The text entered occurs nowhere within the target cell.
    • Assignees and Pools - Filtering by assignee includes all pools an assignee is a member of. Filtering by Any Assignee shows all tickets assigned to either an assignee or pool. Filtering by No Assignee shows unassigned tickets.
  • Sharing - See Sharing User-Owned Objects.

Paging and Table Counters

  • Page Select - When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page.
  • Selected - The number of rows selected in the table. Includes selections on multiple pages.
  • Viewing - The number of rows in the current page and the total number of rows in all pages.