Jeremy Posted October 10, 2018 Share Posted October 10, 2018 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? 1 Link to comment Share on other sites More sharing options...
Guest Posted October 10, 2018 Share Posted October 10, 2018 @Jeremy When am using the global search, I tend to put my text in quotation marks " ". Have you tried to do that? What issues were you getting when you used the global search? Have you read through this wiki page https://wiki.hornbill.com/index.php/Global_Search_for_Requests Thanks Pamela Link to comment Share on other sites More sharing options...
Jeremy Posted October 10, 2018 Author Share Posted October 10, 2018 @Pamela using " " does not appear to search the questions section? Link to comment Share on other sites More sharing options...
Guest Posted October 10, 2018 Share Posted October 10, 2018 @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 Link to comment Share on other sites More sharing options...
Guest Posted October 10, 2018 Share Posted October 10, 2018 @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 Link to comment Share on other sites More sharing options...
Jeremy Posted October 10, 2018 Author Share Posted October 10, 2018 @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. Link to comment Share on other sites More sharing options...
Guest Posted October 15, 2018 Share Posted October 15, 2018 @Jeremy We are discussing this one internally. I will get back to you when we have something Thanks Pamela Link to comment Share on other sites More sharing options...
Smurfy Posted February 22, 2022 Share Posted February 22, 2022 Hi I would like to be able to search the questions too. Link to comment Share on other sites More sharing options...
Jeremy Posted May 23, 2022 Author Share Posted May 23, 2022 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. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 23, 2022 Share Posted May 23, 2022 +1 for us Link to comment Share on other sites More sharing options...
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