Searching for Requests
Global search for requests
The Global Search for Requests allows you to quickly locate Service Manager requests, including Incidents, Service Requests, Problems, Changes, Known Errors and Releases.
The Requests search option is available from the platform’s Global Search when Service Manager is installed. It is only visible to users who have permission to use Service Manager.
Search bar
The search is a natural language search where you can type anything from a single word to a sentence into the search bar. The text typed into the search bar will search the following fields of a request:
- Request ID
- Summary
- Description
- External Reference Number
Search tools
Search tools are available from the arrow on the right-hand side of the Global Search field. These filters help narrow the search results before the search is performed.
| Filter | Description |
|---|---|
| Any Type | Limits results to a specific request type including Incident, Service Request, Change, Problem, Known Error and Release. |
| Any Status | Filters requests by status including New, Open, On Hold, Resolved, Closed and Canceled. |
| Any Owner | Returns only requests owned by the selected co-worker. |
| Any Customer | Returns only requests where the selected customer (contact, co-worker or basic user) is the customer of the request. |
| Any Service | Limits the search to requests belonging to a selected service. |
| Details | Searches Request ID, Summary, Description and External Reference Number. |
| Timeline | Searches request timeline entries. |
| Historic Updates | Searches historic updates imported from Hornbill Supportworks. This option is displayed only when historic request data exists. |
Note: The Historic Updates option is displayed only when historic request data has been imported into Service Manager.
Search results
Search results are displayed in pages. Depending on the selected search type, results are presented differently.
Details search results
The Details search displays:
- Request ID
- Summary
- Logged Date
- Status
- Owner
- Customer
- Team
- Service
- External Reference Number (when available)
Users with permission to view a request can open it directly from the search results.
Timeline search results
The Timeline search displays:
- Request ID
- Matching timeline content
- Published Date
- User who created the timeline entry
Each result includes an Open Post button that opens the original timeline entry within the request.
Historic updates search results
The Historic Updates search displays:
- Request ID
- Matching historic update content
- Updated Date
- User who performed the update
Note: Historic Updates are read-only records imported from Hornbill Supportworks.
Ordering search results
Results can be reordered using the Order By drop-down. The available options depend on the selected search type.
Details ordering
- Relevance (default)
- Logged Date (Newest)
- Logged Date (Oldest)
- Last Modified (Newest)
- Last Modified (Oldest)
Timeline ordering
- Relevance (default)
- Published Date (Newest)
- Published Date (Oldest)
Historic updates ordering
- Relevance (default)
- Updated Date (Newest)
- Updated Date (Oldest)
Tip: Selecting Relevance restores the default ranking calculated by the search engine.
Advanced search syntax
There is a selection of operators and syntax available to perform advanced searches from the Global Search bar. Some that are commonly used include:
Boolean operators: AND (+), OR, NOT (-)
- Must be in ALL CAPS
- OR is the default
- AND matches posts and comments that contain both words
- NOT excludes posts and comments that contain that word
Wildcard searches: *, ?
- An * is used for a multiple character wildcard search
- A ? is used for a single character wildcard search
- Wildcards cannot be used at the beginning of a search term
String search with quotations
- Placing two or more words within “double quotes” will search for that exact string.
Request visibility
Some search results may be displayed but cannot be opened because of the Service Manager visibility model.
A request can be opened when one or more of the following conditions are true:
- You are the request owner.
- You belong to the team assigned to the request.
- You belong to a team that supports the request’s service.
- You are a member of the request.
- You are the customer of the request.
- You raised the request.
If none of these conditions are met, the request reference is displayed but cannot be opened.
Quick search
You can also use the quick search tool to find a specific request from any page in Hornbill. This is helpful when you have a reference ID and need to access a request immediately, such as during a phone call with a customer or a colleague.
Steps
- Press Ctrl+Shift+F on your keyboard. The quick search window opens.
- Type the full or partial reference ID into the search field.
- Press Enter.
Expected result
The request associated with that ID opens automatically.
Search tips for partial IDs
If you do not know the full ID, you can enter a partial ID. This is useful if you are unsure of the prefix or the number of leading zeros.
- Accuracy: The search is more accurate when you enter more numbers.
- Multiple matches: If your search matches more than one request, Hornbill opens the most recently created request.