Searching
CSM provides an extremely powerful search engine and a host of search tools to help you efficiently and thoroughly search and filter your CSM data to locate one record or a set or records. Search tools include:
- Quick Search: A Quick Search is a simple query that quickly finds all records containing a specific word or phrase (example: Show all records whose description contains the word "phone"). Search options, such as record type, status, etc., are typically predefined to simplify the search, and vary depending on the purpose and location of the search. Quick Search is a Full-Text Search, so it searches all fields that have Full-Text search enabled (even those that are not specified) and finds similar words, as well. A Quick Search can be accessed from the Quick Search Pane or the CSM Search Control.
- Search Group: A Search Group is a saved search that finds all records meeting commonly-defined criteria (example: Find all My Open Incidents). Search Groups are meant to be reused and can be accessed from multiple places in CSM.
- Custom Search: A Custom Search is an exclusive search that finds all records meeting unique criteria (example: Add search criteria to a Chart Widget). Custom searches are meant to be defined on-the-fly for unique scenarios, but can also be saved as Search Groups if necessary.
- Knowledge Search: A Knowledge Search is a search that runs against the
Cherwell Knowledge Base and the Web to quickly find solutions (example: Find
information relating to Account Management). Knowledge Searches can also treat
existing records in
CSM as Knowledge Sources.
CSM also provides a pre-configured Quick Search, a default Search Control, and a multitude of OOTB Search Groups. Use this search functionality as-is, or tailor it to meet the needs of your organization.