ServiceDesk

We have discovered that ServiceDesk 7.1 SP2 does not have any search capability.  Symantec Support directed us to use the Quick Search feature, but you can only select a range of tickets and search the title.  It is not helpful unless the information you need is in the title.

Are there any other out-of-the-box features like searching for incidents by primary affected user? or searching ticket comments?

(A Connect member recently provided us an excellent custom search report that searches comments - we are experimenting with it - it seems very powerful)

The Quick Search is just a report.  You can customize it and add just about any search parameters you want.  I have added the ability to search by comments, contact, status, and assignee.  I am attaching my modified report, just remove the .txt extension to import it.

Attachment(s)

Quick Search.report.txt   75 KB 1 version

Quick Search report is nice and all but we should really have a REAL search form straight out of the box. Something like the one that ITS built is needed and not just because of the way it looks but how it works. If the search in ServiceDesk was halfway decent then ITS wouldn't have had to build one and charge for it.

ITS Custom Search

http://vimeo.com/channels/its/28938303

Hey guys, thank you both for the feedback.  I am glad to know it was not just me who thought a major function was missed.  The report is very helpful as well as knowing there is an alternate add-on available even though it costs money.

I'm having trouble using this report.  I get a message stating "Incorrect Setup for Report" when I try to open it.  I'm on SP1.  Anyone else having this problem?

I created the report in SP2, so that is probably why you can't open it.  From what other people have said, I don't think SP1 has the ability to include process comments, which is one of the options that is selected.  The report is actually fairly simple - you should be able to create it from scratch.  Just add processes, incident management, and users to the report and then add whatever parameters you want to search on, making sure you check "Editable at runtime" for any parameter you want to be able to change.

Is there a schema to ServiceDesk to help customers locate data in either the Report sources when building a report or even the database for writing direct SQL queries?

I haven't seen a schema for the ServiceDesk database.  I just had to figure it out by looking at the tables and the data in them.  The main tables you need to use when reporting are ServiceDeskIncidentManagement, ReportProcess, Task, and User.  Once you figure out the relationship between incidents, processes, and tasks it isn't too hard.

One way to become more familiar with the schema is to look at the SQL for an existing report, by editing it and clicking on the Options tab, and clicking Display SQL.

Thanks again for the report and additional guidance!

Thanks for the info Josh.