The global search allows users to search for information by words, parts of words, and phrases.

Before sending a query to the database, the search engine gets available Search Groups along with the portal URL if it is specified. Within each group, when the search query is performed through the Search Table included, they are checked against the ACL Rules, and then through the Search Indices. Thus, the query is processed, and the results are displayed only for the fields available to a particular user.

Role required: admin.

To configure global search in the agent interface, complete the steps below:

  1. Create a search group.
  2. Create a search table.

  3. Configure search indices.

To configure global search on the self-service portal, complete the same steps, but select the required portal in the Portal field of the Text search group form.

If there are no active records in the Text Search Group (ts_group) or Text Search Table (ts_table) tables, the search is not performed.

Create a text search group

The search groups are intended to categorize tables in which the search is performed.

To create a search group, complete the steps below:

  1. Navigate to System Settings → Text Search Groups.
  2. Click New and fill in the fields.
  3. Click Save or Save and exit to apply the changes.

Text search group form fields

FieldMandatoryDescription
NameYSpecify the name of the group displayed in the search results panel.
PortalN

Select a portal to make the search group available to its users. The search group will only be available on the selected Portal. To make the search group available in the agent interface, leave this field empty.

OrderN

Enter an integer to set the relative position of the group in the search results panel. Groups are displayed in ascending order.

DescriptionNAdd a description of the search group.
ActiveNSelect this checkbox to make the group available and visible to users in the search results panel.
Opened by defaultN

Select this checkbox to make the group expanded by default in the search results panel.

Create a text search table

Search tables specify data sources for text search indexing. Within the groups, these tables also collect search results, determining their categories. 

To create a search table, complete the steps below:

  1. Navigate to System Settings → Text Search Tables.
  2. Click New and fill in the fields.
  3. Click Save or Save and exit to apply the changes.

Text search table form

FieldMandatoryDescription
NameYEnter the name of the table displayed in the search results panel.
TableY

Select the source table that contains data indexed for search.

A text search table only includes the data from the source table, without its child tables. You need to create a separate text search table for each of them.


Search groupY

Select a search group in which the table search results will be displayed.

Displayed fieldsN

Select the table fields to display in the search results if the values in those fields match the search query.

If this field is empty, all fields that match the search query and have the Full Text Search attribute enabled are displayed in the search results.


Subinfo fieldsNSelect the table fields that are always displayed in the search results.
FilterNUse the condition builder to filter and sort the search results.
OrderN

Enter an integer to set the relative position of the table within its search group. The tables are displayed in ascending order.

ActiveN

Select this checkbox to activate the search table and make it visible to the users in the search results.

Default search groups and tables

The following search groups and tables are configured out-of-the-box:

  • Tasks:
    • Change Requests
    • Change Tasks
    • Incidents
    • Incident Tasks
    • User Queries
    • Service Requests
    • Requests Tasks
    • Problems
    • Problem Tasks
  • People & Companies:
    • Employees
    • Companies
  • CMDB:
    • Configuration items
  • Configuration:
    • Business Rules
    • Client Scripts
    • UI Actions
    • ACL
    • Includes Scripts
    • Notification Rules
    • Dynamic Filters
    • Scripted Related Lists
    • Widgets
    • Property
  • Knowledge Base:
    • Articles


  • Self-Service Portal:
    • Tasks
    • Knowledge Base

Configure search indices


The Search Indices (sys_search_index) table contains text values of the indexed columns. These values are used for the global search. The records in this table are automatically created when a new record is created in a table containing an indexed column. Empty fields are ignored.

You cannot create, edit, or delete records in the Search Indices (sys_search_index) table. Only users with the admin role can read them.

To index a column, complete the steps below:

  1. Navigate to System Settings → All Columns.
  2. Find the required column in the list and open it.

  3. On the record form, select the Full Text Search checkbox.

    If the column is of the Reference type, ensure that the Display by ref checkbox is selected. If not, select it. Otherwise, the column values will not be indexed.


  4. Click Save or Save and exit to apply the changes.

As a result:

  • All existing records are indexed.
  • All new records will be indexed when they are created.

Search Index form fields

FieldDescription
RecordThe ID of the record that contains the indexed field.
TableReference to the table that contains the indexed column.
ColumnReference to the indexed column of the Table.
TextThe text value of the indexed field. It is automatically updated if the value of the indexed field changes.