====== The Search ====== **How you to find the search** \\ at [[en:expertsearch:start#incident_pool| Incident Pool]] \\ at [[en:expertsearch:start#customer_search|Customer search]] \\ at [[en:expertsearch:start#company_search|Company search]] \\ at [[en:expertsearch:start#configuration_item_pool|Configuration Item Pool]] \\ at [[en:expertsearch:start#task_pool|Task Pool]] \\ at [[en:expertsearch:start#8d-report_pool|8D-Report Pool]] \\ at [[en:expertsearch:start#contractmanagement|Contractmanagement]]. \\ \\ A distinction shall be made between simple search und extended search. ===== Simple Search ===== The simple search will search for the keyword you enter. How the fields will be search for a keyword will be shown at an example in the customer search. The search term can be used as followed: == Examples for the keyword search == * The search e.g. for **Sensor Miller** finds all Incidents which contains the word **Sensor** in at least one of the fields and **Miller** in at least one of the fields. * The search for **"blinkt rot"** finds the exact character string in the fields. * If you leave the seach empty all entries will be shown. **The more words you use for the search the closer becomes the result.** \\ After pressing **Search** the search starts. \\ {{:en:expertsearch:customer_ssmask.png|Simple search}} \\ \\ Result of the customer search: \\ {{:en:expertsearch:result_customersearch.png|Result of the search}} Each pool contains __different fields__ that are checked. Which fields are checked is listed further down this page at the filter Keyword of the the extended search .\\ \\ Links to the __filter options__ of [[en:expertsearch:start#anfragen_pool| Incident Pool]], [[en:expertsearch:start#kundensuche|Customer search]], [[en:expertsearch:start#firmensuche|Company search]], [[en:expertsearch:start#configuration_item_pool|Configuration Item Pool]], [[en:expertsearch:start#aufgaben_pool|Task Pool]], [[en:expertsearch:start#8d-report_pool|8D-Report Pool]] and [[en:expertsearch:start#vertragsmanagement|Contractmanagement]]. With the extended search you can modify the simple search to your needs. ([[en:expertsearch:start#edit_saved_filters|Add saved filters to simple search]]) ===== Extended search and fine tuning ===== The simple search function is by default active. The Extended search can be activate by clicking on Extended search. \\ {{:en:im:pool:en_simplesearch.jpg|}} ==== Select and save filter ==== {{:en:expertsearch:extended_filter1.png|Select and save filter}} - Through the drop down menu New filter you can select a new filter. - On the right side next to the filter a value field appear. According to the filter you can select one or more values, enter a text or select a date. - If you have entered all needed datas click on Add filter. - Don't you want to add this filter click on Cancel and the current selected filter disappear. **Above the search result you can see all selected filters.** \\ {{:en:expertsearch:selectedfilter.png|Selected filter}} **The following filters are available by default:** \\ at [[en:expertsearch:start#incident_pool| Incident Pool]] \\ at [[en:expertsearch:start#customer_search|Customer search]] \\ at [[en:expertsearch:start#company_search|Company search]] \\ at [[en:expertsearch:start#configuration_item_pool|Configuration Item Pool]] \\ at [[en:expertsearch:start#task_pool|Task Pool]] \\ at [[en:expertsearch:start#8d-report_pool|8D-Report Pool]] \\ at [[en:expertsearch:start#contractmanagement|Contractmanagement]]. New since Version 5.4!\\ From now on you can add a filter twice with different argument. The search will look for each expression by using an or-linkage.\\ Example:\\ {{:en:expertsearch:double_filter.png|Add a filter twice}}\\ As you can see the search look for the customer "Praxisverbund Lang" as well as for the customer "Samhammer AG". ==== Save search ==== You often have to find a specific type of incidents e.g. all closed incidents? Just save your search as follows: {{:en:expertsearch:8.jpg}} - Choose a name for your search and enter it in the field right next to "save search". - Then click on "save search" to confirm.\\ {{:en:expertsearch:9.jpg}}\\ - The new search will be displayed as new tab (above the Pool). A search will be saved for the current user by default. In case a user has the right Case.SavedSearches, then he can save a search for all members of his current role. This search can not be changed or deleted by an other user.\\ __Private__ searches will be marked by in italics and can be deleted by the creator without the right Case.SavedSearches. ==== Edit saved filters ==== It's no problem to change existing filters. \\ \\ {{:en:expertsearch:edit_filter.png |Edit filter}} - The name of the selected **filter**. - The datas of the **value fields**. - With the **breake button** you can temporary stop the filter. - With the **stop button** the filter will be deletet from the extended search. - With the **edit button** you can change the details at the value fields. After changing you have to click on Update filter to save the changes.\\ {{ :en:expertsearch:edit_filter2.png?600|Change filter}}\\ \\ \\ \\ \\ \\ \\ {{:en:expertsearch:pause_filter.png |paused filter}} - Instead of the **pause button** a different button appear. If you want to restart the filter click on the **play button**. ==== Add saved filters to simple search ==== {{:en:expertsearch:add_simple_search1.png|Add to simple search}} {{:en:expertsearch:add_simple_search.png|delete from simple search}} - With this button filter from extended searches can be added to simple searches. (New since version 5.1) - With this button you can delete filter from simple search. The following picture shows the simple search with a filter from the extended search an a default value. Helpfully if you have to search after the same several times. \\ {{:en:expertsearch:added_filter.png|Added filter}} In case a filter will be created at the extended search without a value, this one will be added to the simple search automatically. ==== Edit saved search ==== {{:en:expertsearch:edit_search.png|Edit saved searches menu}} \\ To edit a search make a right click at a search **(1.)** and following at the menu Manage saved searches... **(2.)**. \\ {{:en:expertsearch:editmode_search.png|Edit saved searches}} - Select the search you want to edit. The prefix User and Role shows if the search is created by yourself or it's a user role search. - To publish a search click at the search you want to publish to other user roles and after that click on the role which should get this seach - and finally click on publish.\\ To delete the selected search click on Delete.\\ or on Cancel if you do not want to make changes. **Note:** The button **//Delete search//** is not available when it is about a saved search for this role and the user does not own the right //**Case.SavedSearches**//. In 1stAnswer saved searches can be transferd into any stored roles in the system. All members of this role can see this search by default in their pool and they can start searching. Private searches can be distinguished from role searches by being marked in italics. ==== Create new search ==== Please, click on New search to start a new search. {{:en:im:pool:en_buttonnewsearch.jpg|}} The current search will be cancelled.Possible changes in the current search, which have not been saved yet, will be lost. Afterwards you can start a new search. ===== Filter functions and finetuning ===== font-size Following are all specific explanations for the extended search.
==== Incident Pool ==== Incidents -> Incident Pool \\ {{:en:expertsearch:incident_pool_menue.png|Incident pool menu}} \\ \\ **Back to detail explanations of [[en:expertsearch:start|simple search.]]** \\ \\ **Back to detail explanations of [[en:expertsearch:start#extended_search_and_fine_tuning|extended search.]]** \\ === The following filter can be used at the Incident pool by default: === ^Filter^ Value^ Function^ |Assigned |- Me \\ - Specified user (+ User free text) \\ - Unassigned only|Search for the last name and login name of the current specified user. \\ If you do not have the right **//Case.Search.AssignedUser//** then only Incidents, which do not have a specified user will be shown. | |Business Associate |- Me \\ - Specified user (+ User free text) | | |CI custom attributes | | | |Company CI custom attributes | | | |Company custom attributes | | | |Configuration item | | | |Contact CI custom attrubutes | | | |Contact custom attributes | | | |Country |- Selection (+ a list of countries)\\ - Free text | | |Created by |- Me \\ - Specified user (+ User free text) | | |Customer | - Me \\ - Company/ Contact person (+ User free text and/ or extended search checkbox) |The customer search browse name, last name and company name .\\ When the extended customer search is activated, then the company number and costumer number will additionally be browsed. | |Date closed |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today \\ - Before [days] | Filter "Before [days]" (5.5.17.0) - all cases closed before x days | |Date created |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today \\ - Before [days] | Filter "Before [days]" (5.5.17.0) - all cases created before x days | |Date last changed |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today \\ - Before [days] | Filter "Before [days]" (5.5.17.0) - all cases last time changed before x days | |Date notified |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today \\ - Before [days] | Filter "Before [days]" (5.5.17.0) - all cases notified before x days | |Date solved |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today \\ - Before [days] | Filter "Before [days]" (5.5.17.0) - all cases solved before x days | |Delivery Address |- Me \\ - Specified user (+ User free text) | | |Escalation |- none\\ - overdue\\ - overdue and escalated\\ - escalated level 1\\ - escalated level 2\\ - Overdue within next [hours]\\ - Escalates to Level 1 within next [hours]\\ - Escalates to Level 2 within next [hours] | | |Executive User |- Me \\ - Specified user (+ User free text)\\ - Without executive user | | |Hide close incidents |Hide close incidents (Checkbox) |Incidents with the status **closed** or **invoiced** can be either hide (Value= yes) or displayed (Value = no). You need the right **Case.Search.Closed** in order to be able to view and search for closed Incidents. | |Incident CI custom attributes | | | |Incident Custom attributes | | | |Incident ID |Value (enter number) | | |Include subcategories |Include subcategories (Checkbox) |The search will be extended to all subcategories of the selected category. | |Keyword |Free text and/ or extended search checkbox |The Keyword search looks for the Incident title, problem description and the costumer.\\ The extended keyword search additionally looks through **//Comments//** and **//Solution//** as long as the user has the right to view comments and solutions. | |Language |- Value (+ a list of languages)\\ - Free text | | |Last User |- Me \\ - Specified user (+ User free text) | | |Level |- Level 1\\ - Level 2\\ - Level 3 | | |Priority escalation weight |Auswahl:\\ - Less than\\ - Equal to\\ - Greater than| Version 5.4+\\ Filters Incidents according to the escalation weight of their assigned priority | |Problem Relation |- No Problems assigned\\ - With Problems assigned | | |Problem state changed |State changed (Checkbox) | | |Re-opening date |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today | | |SAP service notification nr. |Number, free text | | |Show escalated always |Checkbox | | |Status |- Open\\ - solved\\ - notified\\ - closed\\ - invoiced\\ - on hold\\ -undefined |Lists all different levels of status with multiple selection. | |Support Team | | | |Task Relation |- No Tasks assigned\\ - With Tasks assigned | | |User in history |- Me \\ - Specified user (+ User free text) | | === Special user rights === More rights that effects the search: ^Right^Description^ |Case.AdminMode |When you have the right __**all**__ Incidents (independently from the support team of a user assigned categories and support levels) will be shown.| |Case.Search.Private | When you have this right the search will be extended to private Incidents.| ==== Customer search ==== Master Data -> Customers \\ {{:en:expertsearch:menu_customer.png|Customer search}} At the customer search or \\ Incidents -> New Incident \\ {{:en:expertsearch:new_incident_menu.png|Create new Incident}} within a creation of a new Incident. \\ \\ **Back to detail explanations of [[en:expertsearch:start|simple search.]]** \\ \\ **Back to detail explanations of [[en:expertsearch:start#extended_search_and_fine_tuning|extended search.]]** \\ === The following filter can be used at the Incident pool by default: === ^Filter^Value^Action^ |City |Free text |Full-text search over the city. | |Company CI custom attributes |Selection + Free text | | |Company custom attributes |Selection + Free text | | |Company name |Free text |Full-text search over the company name. | |Company number |Free text |Full-text search over the company number. | |Configuration Item |Selection + Free text |You can first select the field name and enter then which CI you are searching. | |CI custom attributes |Selection + Free text |Full-text search over the chosen attribute. | |Contact CI custom attributes |Selection + Free text |Full-text search over the chosen attribute. | |Contact custom attributes |Selection + Free text | | |Contact number |Free text |Seaching over the customer and contact person number. | |Country |Selection or Free text | | |E-Mail |Free text |Full-text search over the mail addresses of the customers. (Schema: "[Suchbegriff]*") | |First mame |Free text |Full-text search over the first names. | |Keyword |Free text | | |Last name |Free text |Full-text search over the last names. | |Locale |Selection + Free text |There are two options to search for a local. 1) Enter the name of the local by yourself or 2) select the need in a list. | |Login name |Free text |Full-text search over the Login names. | |Phone/Fax |Free text |Full-text search over the phone/ fax. | |Zip |Free text |Full-text search over the zip codes. | ==== Company search ==== Master Data -> Companies \\ {{:en:expertsearch:menu_company.png|Company search}} \\ \\ **Back to detail explanations of [[en:expertsearch:start|simple search.]]** \\ \\ **Back to detail explanations of [[en:expertsearch:start#extended_search_and_fine_tuning|extended search.]]** \\ === The following filter can be used at the Incident pool by default: === ^Filter^Value^Action^ |City |Free text |Full-text search over the city. | |Company |Free text |Full-text search over the company name. | |Company CI custom attributes |Selection + Free text | | |Company custom attributes |Selection + Free text | | |Company number |Free text |Full-text search over the company number. | |Country |Selection or Free text |Full-text search over the country where the company is located | |E-Mail |Free text |Full-text search over the mail addresses of the company. | |Keyword |Free text |Full-text search over the company name, number and city. | |Phone/ Fax |Free text |Full-text search over the phone/ fax. | |Zip Code |Free text |Full-text search over the zip codes. | ==== Configuration Item Pool ==== Master Data -> CMDB \\ {{:en:expertsearch:menu_cmdb.png|CMDB pool}} \\ \\ **Back to detail explanations of [[en:expertsearch:start|simple search.]]** \\ \\ **Back to detail explanations of [[en:expertsearch:start#extended_search_and_fine_tuning|extended search.]]** \\ === The following filter can be used at the Incident pool by default: === ^Filter^Value^Action^ |ID |Free text |Full-text search over the ID. | |Acronym |Free text |Full-text search over the acronym of the CIs. | |Attributegroup |Selection |In a list serveral attributegroups can be selected. | |custom attributes |Selection of the needed attribute | | |Customer |Free text/ extended search |Full-text search over the first and last name of the customer and his company. With acticated extended search the company and contact person number will be searched for too. | |Description |Free text |Full-text search over the description. | |Incident |Selection |First you can select if you want to search for the category (free text) or status (Selection). | |Keyword |Free text |Full-text search over the CI name, id and comment. | |Name |Free text |Full-text search over the name. | |Order search result hierarchically |Checkbox |The search result will be shown in a hierarchy. | |SAP service notification nr. | | | |Show deleted configuration items | - |Deleted CIs will be displayed too. | |Show only Top Level CIs | - | | |Show whole hierarchy |Checkbox |Displayed the whole hierarchy of a CI. | |Status |Selection |Select one or more status in a list. | ==== Task pool ==== Service -> Task list \\ {{:en:expertsearch:service_tasklist_menue.png|Task pool}} \\ \\ **Back to detail explanations of [[en:expertsearch:start|simple search.]]** \\ \\ **Back to detail explanations of [[en:expertsearch:start#extended_search_and_fine_tuning|extended search.]]** \\ === The following filter can be used at the Incident pool by default: === ^Filter^Value^Action^ |BoIncidentId |Free text |To search for an Incident which contains the task you seaching. | |BoTaskId |Free text | | |Comment |Free text | | |CreateByUser |Selection |You can search for tasks which are created by you or an other user (free text). | |Date from |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today |Displays tasks which start date is equal with the filter. | |Description |Free text |Full-text search over the description. | |Keyword |Free text |Serch for the description and comment of a task, the title and description of the assigned problem and last and company name of the customer (Bug in 5.1.3: not converted to company concept). | |Overdue Only | - |Display the task which are overdue. | |service call custom attributes | | | |Task Status |Selection |Display tasks with the chosen status. | |Task Type |Selection |Display tasks with the chosen type. | |Technician |Selection |Display tasks which are assigned to you or a other technician. | ==== 8D-Report Pool ==== Problems -> 8D-Report Pool \\ {{:en:expertsearch:menu_8dreport.png|8D-Report Pool}} \\ \\ **Back to detail explanations of [[en:expertsearch:start|simple search.]]** \\ \\ **Back to detail explanations of [[en:expertsearch:start#extended_search_and_fine_tuning|extended search.]]** \\ === The following filter can be used at the Incident pool by default: === ^Filter^Value^Action^ |date created |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today |Displays tasks which date created is equal with the filter. | |date end |- Less than or equal\\ - Equal to\\ - Greater than or equal\\ - Within last [days]\\ - Today |Displays tasks which date end is equal with the filter. | |description |Free text | | |ID |Free text | | |keyword |Free text |Title and description will be searched for. | |Responsible | | | |status | | | |title |Free text | | ==== Contractmanagement ==== Master Data -> Contractmanagement \\ {{:en:expertsearch:menu_contract.png|Contractmanagement}} \\ \\ **Back to the detailed description of the [[expertsearch:start|simple search.]]** \\ \\ **Back to the detailed description of the [[expertsearch:start#expertensuche_und_feineinstellungen|extended search.]]** \\ === The following filters are available in the Service Level Agreement Pool by default: === ^Filter^ Values^ Action^ |Attributegroup |Selection |Multiple attribute-groups can be chosen from a list. | |Begin of contract |Selection:-Less than or equal\\ -Equals to\\ -Greater than or equal\\ -Within next [days]\\ -Today |Shows all SLAs, where the contract's start date matches the given value. | |CI custom attriburtes |List of available CI-attributes |Shows all SLAs, which have CIs assigned where the given value matches the value of a CI-attribute. | |Company |Keyword |Whole text search over the name and the number of the company. | |Company custom attributes |Selection of the relevant corresponding attributes |Whole text search over the given attribute. | |Configuration Item |- Name\\ - Group\\ - ID |Shows all SLAs, which have CIs where the given value matches the value of the CI-attribute. | |Contract number |Free Text |Whole text search over the "external ID" | |End of contract |Selection:-Less than or equal\\ -Equals to\\ -Greater than or equal\\ -Within next [days]\\ -Today |Shows all SLAs, where the contract's end date matches the given value. | |Keyword |Free Text |Whole text search over the following fields: "Name", "Description" and External ID" | |Name |Free Text |Whole text search over the name of the SLA. | |Responsible |Me / Responsible / Without Responsible |Get contracts with a self defined responsible | |Show expired SLAs |- already expired\\ - expires in days |Shows all SLAs where the end date is in the past. |