Using the Advanced Search tool

The Advanced Search tool allows you to search Alloy Navigator objects using partial text fragments or keywords. The tool has two modes: Search In and Search for Solution.

  • The Search In mode allows you to find all objects of a specific class (Incidents, Contracts, Computers, etc.) that contain some text. You can also perform the search in the following groups of classes: All TicketsClosed (includes Change Requests, Incidents, Problems, Work Orders, and Service Requests ) and All CIsClosed (includes Computers, Hardware, Networks, Documents, Configurations, and Software Licenses) .

  • The Search for Solution mode searches the Service Desk module for solution and allows you to find all Service Desk tickets and/or Knowledge Base articles that contain some text.

In both modes, you can apply a number of additional search criteria to restrict the search results as you need.

By default the inactive objects (that includes closed tickets, retired CIs, and other inactive objects) are not included in the search results. Although, you can include them by setting search options.

The Advanced Search tool shows the search results in a grid. You can either look through the matching records and open them as needed or you can further refine the search results by sorting, filtering, or grouping the records.

To search any Alloy Navigator objects:

  1. Select Search > Advanced Search from the main menu to bring up the Advanced Search window. Alternatively, you can press СTRL+ALT+F on the keyboard.

  2. In the left navigation pane, select a particular object class or a group of object classesClosed (All Tickets includes Change Requests, Incidents, Problems, Work Orders, and Service Requests; All CIs includes Computers, Hardware, Networks, Documents, Configurations, and Software Licenses) where you want to perform the search.

  3. In the upper left field, enter the text to find.

    If you are not going to specify additional search criteria in the Advanced Search section below or you are going to choose the "Boolean (text contains AND/OR)" method in the Using field there, you can use boolean operators in your search query; for details, see Using boolean operators in search queries.

    NOTE: If you have recently used the Advanced Search tool for the same text, you can select the text from the drop-down list in the search query field.

    By default, the search is performed in an optimal search area for the specified object class (Summary and Description fields for Tickets, Name and Description fields for Computers, etc.).

    To change the search area, select the desired option in the drop-down list on the right. When you are not sure where to search, you can choose to search in the "frequently-used text fields"—all text fields that contain important object information. Every object class has an individual set of "frequently-used text fields." Click here to view the list of frequently-used text fields for each object class.

    NOTE: Search in frequently-used fields may be time-consuming.

  1. By default, not more that 100 found records are shown as advanced search results. If you want to view all found records, clear the Retrieve first 100 records only check box.

  2. If you want to make the search more precise by adding conditions, click Advanced Search and specify the following additional criteria in the fields that appear:

    • In the Using drop-down list, select the method of search: All words entered, Any of the word entered, the exact phrase entered, Boolean (text contains AND/OR).

    • To include in the search scope the Activity Log records shown on the objects' Activity tab, select the Search in Activity log check box.

    • To include inactive (or closed, or retired objects, depending on their type) objects in the scope of search, select the corresponding check box.

    • To include in the search scope the History records for the chosen objects, select the Search in History check box.

    • To add specific search conditions for particular object's fields, under Restrict search result to, select up to three object fields and define conditions for them.

  1. Click Search.

To search the Service Desk module for solution:

  1. Select Search > Advanced Search from the main menu to bring up the Advanced Search window. Alternatively, you can press СTRL+ALT+F on the keyboard.

  2. Click Search for Solution in the bottom corner of the left navigation pane.

  3. The left pane shows the objects to search in. Make sure all desired objects are selected. If needed, clear the check boxes next to the object classes where you do not want to search.

    The search for the selected objects is performed in the "frequently-used text fields"—all text fields that typically contain important object information. Every object class has an individual set of "frequently-used text fields". Click here to view the list of frequently-used text fields for each object class.

  1. In the upper left field, enter the text to find.

If you are not going to specify additional search criteria in the Advanced Search section below or you are going to choose Boolean method from the Using list there, you can use boolean operators in your search query; for details, see Using boolean operators in search queries.

NOTE: If you have recently used the Advanced Search tool for the same text, you can select the text from the drop-down list in the search query field.

  1. If you want to make the search more precise by adding conditions, click Advanced Search and specify the following criteria in the fields that appear:

    • In the Using drop-down list, select the method or search: All words entered, Any of the word entered, the exact phrase entered, Boolean (text contains AND/OR).

    • To restrict the search by dates of ticket or KB Article creation or modification, select either Date Created or Date Modified from the drop-down list and define the date condition in the drop-downs on the right.

    • To search in tickets, under Search Tickets, select tickets' fields to search in.

    • To search in the Knowledge Base, under Search the Knowledge Base, select the KB Article's fields to search in and, optionally, select category and/or status of KB Articles where to search.

    • To include in the scope of search the Activity Log shown on tickets' and KB Articles' Activity tab, select the corresponding check box.

    • To include closed tickets in the scope of search, select the corresponding check box.

  2. By default, no more than 100 found records are shown as advanced search results. If you want to view all found records, clear the Retrieve first 100 records only check box.

  3. Click Search.