Search Requests

In the Requests module, you can search through various fields, attachment names, merged request IDs, descriptions, conversations (excluding automated responses), and notes. This includes all Active, Trashed, and Archived requests.

Search results can be displayed only in the list or template view.

There are two methods to search for requests: Column search and Global search.

Request Column Search

Go to Requests and click

to perform a column search.

Search for specific values within selected columns. You can add multiple column criteria at once. You can also refine your search based on the customer using the customer filter in the header.

Requests cannot be searched using date fields.

Requests Global search

You'll find the global search field in the upper-right corner of the application. When you click the search icon, a drop-down list will appear.

The search drop-down will display the module being searched, and when searching for requests, clicking the search icon will additionally display a drop-down of options to narrow down the search.

You can also select a specific customer to search request(s) raised by that customer or choose All Customers from the drop-down in the header.

To restrict your search to only descriptions, notifications, and notes, click More on the global search drop-down and select Request Contents.

To find trashed requests, adjust the request filter to include Trashed Requests. You can also use filters to search within active or trashed requests for incident and service requests, or both.

Advanced Global Search

Technicians can perform advanced searches on the customer requests using special characters in the global search field.

Search Type	Definition	Character	Use Case
Phrase Search	Search for a specific set of words	Enclosed Quotations (" ")	"pending approvals" will display requests that contain the exact phrase and DOES NOT include records that contain either pending or approvals.
Wildcard Search	Search using only a partial term	Asterisk (*)	high* will contain results containing words like high, higher, and highest.
Wildcard Search	Search to match a single character	Question Mark (?)	close? will match only closer and not closest.
Fuzzy Search	Search for misspelled items	Tilde (~)	approve~1 will find words with a maximum of one error and provide matching results.
Merged and Archived Requests Search	Search through merged and archived requests.	Hashtag (#) preceding the request ID	#49 will display the results from the archived list or merged list.