Global Search

The Global Search icon is available on the top panel of the Application where the users can search for a specific text in the users (User), menu items (Menu), and modules, such as Incident, Request, Asset, Change, Problem, CMDB, Network, Server, Knowledge, and Workorder.

To search for a specific text:

1. Click the  icon on the SummitAI Application. The following pop-up page is displayed.
   

   
   Figure: Global Search
   
   

2. Type in the text in the search box that you want to search and click the   icon. The search results are displayed on the pop-up page. Also, the keyword or search text on the search results is highlighted.
   
   
   Figure: Displaying the Search Results
   
   

   Note:

   • The Analysts can view the Summary icon in the Incident ID, SR No, and CR ID columns while searching for an Incident, Service Request, and Change Record. Click the  Summary icon to view the summary of the Incident, Service Request, and Change Record.
   • For End Users, the Summary icon is not displayed in the Incident ID and SR No columns.
   • End Users and Analysts can view the Summary icon in the CR ID column.

3. To view the search results for specific modules, you can select the check boxes against the modules listed below the text box. The Incident and Request check boxes are selected by default.

   
   Figure: Displaying the Search Results
   
   

   Note:

   The Modules and the related check boxes under the search box are displayed based on the access of a user in the Configuring Role Templates.

   Note:

   You can search for older Incidents and Service Requests by providing the exact Incident ID or SR ID. But the text search results display those tickets which are closed in the last 30 days and restrict the older Incidents and Service Requests.

The following table lists the supported file formats for Full-Text Search under the Global Search feature: 

Conditions for Searching Text in the Search Box

You can perform the wildcard search by specifying the required text as follows:

• To search for Ids, type in the ID (Incident ID, SR ID, CR ID, CI ID, and so on) in the search box.
• To get search results related to a single word throughout the Application, type in the word in the search box. Example: If you specify the word Request in the search box, the word Request is searched throughout the Application and the search results are displayed group-wise. If the word is part of a menu, the menu is displayed with a hyperlink, by clicking on which you can access the related page.
• To get specific search results of a word or group of words, type in the word(s) with inverted commas. Example: If you want to search for the report Rejected Request Report, specify the text "Rejected Request Report" in the search box.
• To get search results related to a Module without selecting the check boxes, type in the Module and the Sub-Module separated by a semicolon(;). Example: If you want to search for Incident, specify the text Incident;Service in the search box.
• To do a wildcard search, type a part of a text using inverted commas and asterisk. Example: If you want to search for the word Software, specify "Softw*" in the search box.
• Search two or more words with OR condition. Example: Service or Closed or Summit/ "Service " OR "Closed " OR “Summit”. Based on the selected options, all the records are displayed with search results containing the words Service, Closed, and Summit.
• Search two or more words with AND condition. Example: Service AND Closed. Based on the selected options, all the records are displayed with search results containing the words Service and Closed. Every single search result will contain both the words, Service and Closed.
• If Menu check box is selected, the search criteria displays all the keywords from the menu like Incident, Request, Asset, CMDB, and so on. For Example, if you search for Discovery in the search box, all the menus with Discovery keyword will be displayed.

To understand the current limitations of Global Search feature, refer to Feature Limitations.