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Searching Service Manager


Jeremy
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Searching is proving to be an issue in Service Manager, is there a free search (or another method) to be able to search every request open, closed, cancelled etc where it will search the Summary, Description, Timeline, Questions etc?

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@Jeremy The search was designed to search on 

  • Request ID
  • Summary
  • Description
  • Customer
  • Owner
  • External Reference Number
    If it's not searching on the questions, it is very likely it is not looking in that field. I will investigate further and get back to you 

Thanks

Pamela

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@Jeremy It looks like it is working as designed. The system searches on many fields such as the ones listed above including timeline and historic updates but it currently does not search through the questions. You could use the Request List view https://wiki.hornbill.com/index.php/Request_List_Views to search on common features like the Customer, Service, summary contains some text, etc. Have you tried to use the Views to get the results you are looking for?

Thanks

Pamela

 

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@Pamela Yes, we have been using views to get information, but self-service forms make up a third of our requests that are logged and not being able to search the questions (where all the detail is contained) is frustrating. As we can easily miss requests when people call or chase these requests, we struggle to find them. 

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  • 3 years later...
  • 3 months later...

has there been any more discussion about being able to search for questions with in Service Manager, we are moving our service more to an self service arena so the ability to be able to search questions would be great.

Also the ability to then restrict the results by a specific customer would help to filter out the erroneous results.

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