8 Replies Latest reply on Jan 24, 2019 2:10 AM by IJU

    Search On Incident BO for CI Information

    WALA Apprentice

      Is their any way to search CI details in incident BO ,

       

      For example: if I want to search tickets logged for "Micrsoft" laptops

      Search "Smartboard" tickets related to "Phase" 3

      Search "HP" laptop Issues having model "430 G4"

      etc. etc.

        • 1. Re: Search On Incident BO for CI Information
          lgtandi Specialist

          Yes, you could define a search like this (note that you have to select the "right" relationship you are using to link incidents with CIs):

           

          • 2. Re: Search On Incident BO for CI Information
            WALA Apprentice

            Thank you ,

             

            But i have 6-7  search criteria on CI , applying the above way , the option to search one by one ,

            See below my trial for just two items

            When enter the value and click OK ,

            the second screen showed

             

            Maybe this item i want to search for it i need to search for the next one just , when click on cancel on the first one , it exit from the search

            Any recommendation please

            • 3. Re: Search On Incident BO for CI Information
              lgtandi Specialist

              Maybe the first question has to be: Why do you want to search this way, or with other words, what do you want to achieve?

               

              For example, if you want to relate an incident with a specific CI, then you could define a Link field in the incident object, place it on a form and use the "magnifying glass" symbol of the link field control to search for the CI. In the window that pops up, you are more flexible because you can either filter on any of the columns contains in the displayed list or click on "add search criteria" and select any field of the "target" object to search for (however, the last method seems to perform only an exact match, not a "contains" or "like" match).

              • 4. Re: Search On Incident BO for CI Information
                WALA Apprentice

                Hello ,

                 

                Actually my purpose of this as below :

                i want to search on incident form , an incident when provide CI information ,

                 

                Lets say incident logged with Serial number :XXXX

                Incident with Owner :XXXX with manufacturer : YYYYY

                 

                You know any search base on CI information, in incident form

                • 5. Re: Search On Incident BO for CI Information
                  WALA Apprentice

                  IJU Please help in this

                  • 6. Re: Search On Incident BO for CI Information
                    IJU Expert

                    Hello WALA,

                     

                    at your command ;-)

                     

                    I don't think I completely get what you want to achieve but maybe the Object matching panel could be of help here.

                    Depending on what you type in the Subject of the Incident you could configure the Object matching panel to actually show CIs which match for example an Serial Number in the Incident Subject. Do you think this would help? If not please clarify a bit more.

                     

                    Kind regards

                     

                    Immanuel Jungheim

                    Senior Consultant

                     

                    ITSM Group – Be Better.

                    www.itsmgroup.com

                    • 7. Re: Search On Incident BO for CI Information
                      WALA Apprentice

                      Hi Immanuel ,

                       

                      Thank you

                       

                      Actually i will return to the customer purpose on this request, maybe it will help clarifying the case   :

                       

                      • While working on incidents engineers attached CIs into  it ,
                      • after that they need to search for those CIs (information , SN , MAC Address ....) on incident form  plus adding some search criteria on incident  like CIs with SN = XXX and incident status is logged

                       

                      They need exactly the same how the filter search worked on Incident , but when i have tried the filter search it fails , trying to do a saved search also get me in dead road as mentioned above ,

                       

                      So just i need a way of search to work the same way that filter search work on incident form while searching for CIs

                       

                      hope that i have clarified  my point

                      • 8. Re: Search On Incident BO for CI Information
                        IJU Expert

                        Hello WALA,

                         

                        there is now way known to me how to search for the CIs directly on the Incident form. But searching for those CI informations should work with saved searches, for sure:

                         

                         

                         

                        Also it should work with the free text search field if you enable this option on the relationship from Incident to CI:

                         

                        It then searches via the relationship as well looking for all fields marked as searchable / fulltext indexed.

                         

                         

                        Kind regards

                        Immanuel Jungheim

                        Senior Consultant

                         

                        ITSM Group – Be Better.

                        www.itsmgroup.com