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CA Service Desk Manager - Searching for Tickets

This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to search for tickets.


To find an existing ticket or other item:

1. Select Search from the Service Desk Manager toolbar, then select Request from the drop down menu.

A Request Search window will open.

RequestSearch

2. Fill in the field(s) that you want to use as search parameters.

Keyboard shortcut: You can use the Tab key to move through the list.


3. Click the Search button.

A list of matching results will populate.

4. Select the ticket or item that you want to view.

If you do not receive the expected results with this search, click the Show Filter button to display the filter and modify the search parameters. The Clear Filter button will allow you to create a new search.

Tip: You can use the following search shortcuts to assist you in your search. 

Shortcuts

Quick Record Search

The Quick Record Search is available at the top of the Service Desk Manager window, above the toolbar.  Quick Record Search allows you to search for and display the details of a specific record, if you have the record number. 

Quick Record Search steps:

Request2

1. Select the record type from the drop-down list.

2. In the adjacent field, enter the record number or other identifying factor for the record you wish to view.

3. Click the Go button

The record detail window will display.






Keywords:AITS, training, SDM, r14.1   Doc ID:67787
Owner:Shawn L.Group:University of Illinois System
Created:2016-10-13 10:08 CSTUpdated:2016-10-28 12:11 CST
Sites:University of Illinois System
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