Global Search in iiQ leverages Elasticsearch capabilities to explore the entire platform dataset.
Key Search Capabilities
Search Scope: Comprehensively explores ticket, user, and asset fields. Searchable data points include unique identifiers, default fields, and site custom fields.
Input Handling:
Consolidated Input: Results are generated from the entire input entered in the Search bar.
Partial Matches: Produced to enhance search flexibility.
Exact Matches: Use quotations ("_") for an exact word/phrase search. Without quotations, a standard keyword search is performed, prioritizing the highest match.
Multiple Pieces of Information: The system prioritizes the most relevant matches and structures partial matches based on context/frequency. To search for two terms as "must have," the required format is "term1 term2"
Performance & History:
Real-time Updates: Modifications are instantly searchable within a 5-second timeframe.
Unlimited Output: No limit is imposed on the number of results produced.
History Retention: Retains the user's ten most recent searches.
Search Constraints and Exclusions
Availability: Only available in the top navigation; not available for Mobile or Tab searches.
Product Context: Intentionally designed to search only for items within the product the user is currently in (e.g., Ticketing items while in the Ticketing module).
Permissions: Respects user permissions; users only see search results for areas they have access to.
Exclusions: Deleted items (users, assets, and tickets) are excluded from results.
Serial Numbers: When searching for serial numbers with a leading '0' (e.g., '0012372'), the user can ignore the '0' and enter the remaining numbers (e.g., '12372').
Entities Included in Search
Tickets
Assets
Users
Left Navigation Items
Specific Ticket Fields Searched: Subject line, ticket description (additional details field), ticket comments, and ticket tags.
Accessing Global Search
Method: Top Navigation > Search (Clicking Search opens the input box).
Shortcut: Enter "/" on the keyboard.
Design: The Search page scales dynamically based on the user's screen size.
Search Results Display
Results show a title, two sublines, and an icon, image, or avatar that reflects the record.
Additional tabs are displayed for each record type detected in the search.
Actions:
To open record details in a new browser tab, hold down the control key (Windows) or the Command key (Mac OS) and click a record.
To clear results, click Clear in the upper-right corner of the search box
Supported Default Data Fields for Search
Entity | Default Data Fields |
Tickets |
|
Assets |
|
Users |
|