CHERWELL SERVICE MANAGEMENT SEARCHING

FORMATTING SEARCHES

Phrase SearchesWhen searching multiple words that must be together in the results, use a double quotation mark around the words.

Specific Word SearchesIf searching for a word that has multiple versions and only 1 version is wanted, add a space at the end of the word and enclose the word in double quotation marks. Example: Searching the word “exempt” will provide “exempt”, “exempted”, etc. Searching with the space at the end of the word will not provide results with the word “exempted”.

Wildcard SearchingSearching for variations of a word or part of a word can be done using wildcards. Enter a % or * to represent any number of characters in your search.

Example: Enter a wildcard when prompted for a category to return all categories with the keywords you enter.

Keyword SearchesWhen searching multiple terms, enter the words with spaces between. The search will result in all instances of each word (individually or together) in any of the searchable fields.

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Click on the “dropdown arrow” to the right of the magnifying glass to select a single object to search.Note: Not selecting an object, will search all objects in the list.

Quick Search – Top right corner of the Cherwell Window

You can enter multiple words in any order in the search box. Results will include any record with one or more of those words in a searchable field.

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Click on the “wrench” next to the search box to modify the search by last modified date (Changed) and to select the field used to sort the results. The wrench is only available when a single object is selected.

Fields Searched on the EMIS Support Object from the Quick Search:

• Description• Ticket Number• Category• Sub-Category• Keywords• Owner• District• Completion Notes

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Quick Search in the task pane requires an object to be selected prior to searching.

Task Pane Quick Search

The Task Pane can be “pinned” to the side by clicking on the push pin on the top right corner of the pane. This will “hide” the task pane when not in use.

After selecting the object to search, enter the search terms. Multiple words can be entered separated by a space and all words will be searched. Press the “magnifying glass” to run the search.

The “ellipse” will allow the search to be narrowed by last modified, allow the sort field to be changed, and allow a new search within existing search results. This works like the wrench on the quick search. NOTE: These settings will be kept for future searches.

When searching multiple words, you can refine your search results further.• Click on Searching• Edit Current Search

Selecting this button will search all words using AND.

All words must be on the ticket to be returned in the search.

Selecting this button will search all words using OR.

Only one of the words listed must be on the ticket to be returned in the search.

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Custom EMIS Searches4Custom Searches have been built for ITC EMIS Specialists and are located on the toolbar for easy access. Each search is outlined below.

Note – EMIS Tickets where I am the “Contact”

All Tickets – Full Text SearchAll tickets with terms in the fields: Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Tickets – Category PromptPrompted for Category and Search Terms. Includes open and closed tickets for your ITC.Allows specific category of ticket to be searched and then searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Open Tickets – CategoryPrompted for Category and Terms. Only currently open tickets for your ITCAllows specific category of ticket to be searched and then searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed Last 30 days – Category PromptPrompted for Category and Terms. Only tickets which have a closed date/time in the past 30 business daysAllows specific category of ticket to be searched and then searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed Last 90 days – Category PromptPrompted for Category and Terms. Only tickets which have a closed date/time in the past 90 business daysAllows specific category of ticket to be searched and then searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed Over 90 days – Category PromptPrompted for Category and Terms. Only tickets which have a closed date/time greater than 90 business daysAllows specific category of ticket to be searched and then searches fields of, Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

My ITC EMIS Tickets

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Shared ITC EMIS Tickets

Opened Tickets – within last 10 daysCreated date/time 10 or fewer business days from current.

Closed Tickets within last 30 daysClosed date/time 30 or fewer business days from currentPrompted for search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed Tickets within last 90 daysClosed date/time 90 or fewer business days from current.Prompted for search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed Tickets within prompted dateClosed date/time on or after the date selected in the prompt.Prompted for search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Tickets – Prompted categoryPrompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Tickets – Prompted customerPrompted for customer name and search terms. Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Tickets – Prompted districtPrompted for district (can enter name or IRN) name and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Tickets – Prompted ITCPrompted for ITC name and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Open Tickets – Prompted CategoryPrompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed last 30 days – Prompt CategoryClosed date/time 30 or fewer business days from current.Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed last 90 days – Prompt CategoryClosed date/time 90 or fewer business days from current.Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed over 90 days – Prompt CategoryClosed date/time over 90 business days from current.Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

NOTE: All searches are for tickets which have been marked as “Shared” by ODE EMIS.

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My ITC and Shared EMIS Tickets

All Tickets – Prompted categoryPrompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

All Tickets – Open - Prompted categorySearches only open tickets (new, acknowledged, active, information required, or on hold).Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed last 30 days – Prompt CategoryClosed date/time 30 or fewer business days from current.Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed last 90 days – Prompt CategoryClosed date/time 90 or fewer business days from current.Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

Closed over 90 days – Prompt CategoryClosed date/time over 90 business days from current.Prompted for category and search terms. Searches fields of Description, Ticket Number, Category, Sub-Category, Keywords, District, Owner, and Completion Notes.

NOTE: All searches are for tickets for your ITC and those “shared” by ODE EMIS.

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Viewing Search Results4Search results will default to the “List View” shown below.

If using the quick search (not in the task pane) and multiple objects are searched, the results will be returned in the List View.

To view results in a “Grid View”• Click “View” menu• Click “Results in Grid”

After “Results in Grid” is selected, all future searches with a single object will return results in the grid view.

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Search results in the grid view can be exported.

• Right click anywhere on the results.

• Click on “Export grid…”

• Select the location to save the export• Select the data fields to be included in the export by use of right & left arrows

between the “Fields” list on the left and the “Selected Fields” list on the right.• Click “OK” to save the export

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