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The August 2013 release of the Enterprise Service Desk Tier-0 Web site contains new
search capabilities that have been requested by our users.
To search for help tickets select the "My Tickets" tab
Then select the "Search All Tickets" button The "Search All Tickets" screen is similar
to the "New Ticket" screen, but includes a field for ticket number. Customer and Contact
will be searched from the same fields. ESD will prefill "INC" and the leading zeros if
not provided by the user. You can also search by Organization, name,
AUID, and UUPIC -- all of which are optional fields.
Wild card searches will now be allowed and searches will not be case sensitive. The wild
card will be a "%" sign. Results will be presented based on entered
search criteria. Multiple criteria will be handled as "and" for results.
To Search for Service Requests, select the Order Services tab, then select Search All
Requests You can search by Service Request ID,
or you can search by the optional fields - Organization and name. Notice that Customer Name and Contact
Name are visible.
Wild card (%) searches will now be allowed and searches will not be case sensitive. Results
will be presented based on entered search criteria. Multiple criteria will be handled
as "and" for results. When you select a request, you will automatically
be in On Behalf of mode for the Customer of that request.