The following fields are available for filtering searches of incident tickets. All search fields that allow text entry support use of the % wildcard character.
Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Specifies tickets based on whether they have or have not been assigned to a user or group. Various combinations of the status of Assignee and Group fields are available in a drop-down list. For example, you can include tickets that have an assignee but no group, a group but no assignee, and other combinations of the two field values.
Specifies a user. You can enter a value directly or click the magnifier to search for an assignee by name.
Specifies a group. Your administrator defines groups of contacts according to areas of responsibility. Any user assigned to the group can handle tickets assigned to the group. You can enter a value directly or click the magnifier to search for a group.
Specifies a status code. For example, you can list only the tickets with a status code of Fix in Progress, or Close Requested. You can enter a value directly or click the magnifier to search for the status of interest.
Specifies the priority ranking of the record to determine the amount of attention it receives. The predefined priority levels are 1 (highest) through 5 (lowest).
Specifies tickets based on whether tickets are active or inactive.
Specifies an area. Administrators define Request/Incident/Problem areas to designate an area of responsibility. For example, you can list only tickets assigned to an Application, Network, or Hardware area. You can enter a value directly or click the magnifier to search for an area.
Specifies only tickets that affect a specific configuration item. Configuration items uniquely identify entities within your operating environment (for example, a specific piece of hardware).
Specifies the user who reported the incident. You can enter a value directly or click the magnifier to search for a user.
Specifies the name of an end user. You can enter a value directly or click the magnifier to search for the name.
Specifies an end-user identification.
Specifies a location code for associated end users.
Specifies an organization code.
Specifies an associated problem ticket. You can enter a value directly or click the magnifier to search for a problem ticket.
Specifies an associated change order ticket. You can enter a value directly or click the magnifier to search for a change order ticket.
Specifies a change order ticket that caused the incident. You can enter a value directly or click the magnifier to search for a change order ticket.
Specifies a special handling type, such as a visitor or security risk type. You can enter a value directly or click the magnifier to search a special handling type.
(Optional) Click the first 
link to display the following additional fields:
Specifies only tickets with a specific service type. Service types define the support level assigned to tickets. For example, to list only tickets with a 4-hour service requirement, select 4-hour service.
Specifies only tickets with the specified legacy service type. If your system has the classic_sla_processing option installed, the legacy service types used in Unicenter Service Desk r6.0 are enabled.
Specifies only tickets that enter violation after the specified date and time.
Specifies only tickets that enter violation before the specified date and time.
Specifies an impact code. Impact codes indicate the extent to which the ticket affects work being performed.
Specifies that the incident is major or significant. Because of its importance, changes to this value on a ticket generate an activity log entry.
Specifies only tickets that were opened after a specified date and time.
Specifies only tickets that were opened before a specified date and time.
Specifies an urgency code. Urgency codes indicate the importance of a ticket based on the degree to which the incident affects user tasks.
Specifies the earliest date and time for tickets that were resolved.
Specifies the latest date and time for tickets that were resolved.
Specifies the parent ticket of children tickets.
Specifies a parent/child relationship. You can select Child to include tickets with parent tickets, Not a Child to include tickets with no parent ticket, or leave the field blank to disregard parent/child relationships.
Specifies a code that describes a primary symptom of the incident, for example, Slow Response.
Indicates what the analyst did to resolve an incident.
Indicates how an analyst implemented the resolution.
Specifies tickets that have entered SLA violation, or tickets that have not entered SLA violation.
Specifies tickets that were created with a template, or not created with a template.
Specifies tickets that were created with an active template, or created with an inactive template.
Specifies the earliest date and time for tickets that were closed.
Specifies the latest date and time for tickets that were closed.
Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.
Specifies an identification for a ticket that belongs to an external system that integrates with CA SDM.
(Optional) Click the second link to display the following additional fields:
Specifies summary text that matches your search string.
Specifies description text that matches your search string.
Note: You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic and can use it to specify search arguments that are not available in the standard search filter fields. You can enter a SQL WHERE clause in this field to specify an additional search argument.
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