Administration › Service Desk › Requests/Incidents/Problems › Areas › Search Request/Incident/Problem Areas

Search Request/Incident/Problem Areas

You can use the search function to filter the Request/Incident/Problem Area List to show only the area records of interest.

To search for a request/incident/problem area

1. Select Service Desk, Requests/Incidents/Problems, Areas on the Administration tab.

   The Request/Incident/Problem Area List appears.

2. Click Show Filter.
3. Complete one or more of the following search fields:

   Active

   Shows whether the database record is active or inactive.

   Service Type

   Shows the level of support service received by the contact affected by the record.

   Note: Service types are automatically attached to issues based on the service type defined for its issue category. If different service types have been defined for other values on the issue (priority and contact, for example) the service type used is the one with the best (lowest) ranking. For example, if an issue is opened and the From contact has a 12-hour resolution service type, which is ranked as 2, while the priority code has a 4-hour resolution service type, which is ranked as 1, the service type for the issue is 4-hour resolution.

   Symbol

   Defines a unique identifier for the record.

   Assignee

   Shows the name of the person assigned to the record. Enter a value directly or click button to select a value from the Analyst List.

   Group

   Identifies the group that is responsible for this record. Enter a value directly or click the button to select a value from the Group List.

   Organization

   Specifies the company, division, or department that is associated with the request/incident/problem area. You can click the button to search for an organization.

   Description

   Gives a detailed description of the record.

   Defined by Contract

   Specifies whether the request/incident/problem area was created as a part of a Service Contract definition.

   Request

   Shows if the record is valid for requests.

   Incident

   Shows if the record is valid for incidents.

   Problem

   Shows if the record is valid for problems.

   Self-Service Include

   Specifies whether this request/incident/problem area is shown to self-service users.

   Self-Service Symbol

   Defines a unique identifier for this request/incident/problem area in the self-service interface.

   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.

4. Click Search.

   The Request/Incident/Problem Area List displays the areas that match your search criteria.