The Global Search feature allows end users and analysts to quickly find relevant records across multiple modules through a single, unified interface in the Mobile App. Users can enter keywords in the search bar to view consolidated results from authorized modules, including incident templates, service catalogs, and knowledge articles.
This capability streamlines navigation, accelerates response times, and boosts overall productivity in ticketing operations.
Figure: Global Search
Benefits:
Enhance user experience with intuitive search.
Enable faster ticket resolution by providing quick access to templates, services, and articles.
Increase productivity by reducing manual effort.
Search and Knowledge Articles, Service Catalogs, or Incident
To search Knowledge Articles, Service Catalogs, or Incident, perform the following steps:
Click the Global Search icon from the Mobile App Dashboard.
Enter a keyword in the search bar and click Enter.
Consolidated search results are displayed across accessible modules.
Figure: Global Search - ResultSelect the required result to proceed:
Select Incident to open the Incident creation screen and log a new Incident.
Figure: Log New IncidentSelect Service Catalog to navigate to the Service Catalog details page.
Figure: SR DetailsSelect Knowledge Article to view the Knowledge Article details page.
Figure: Knowledge Article
Clicking a Knowledge Article opens a detailed view with full content and steps, displays its average rating for quick quality assessment, allows users to provide feedback through star ratings and remarks, and updates the overall rating based on submitted feedback.
Notes
Enables users to search across all accessible modules from a single interface.
Organizes search results by module for easy scanning.
Allows users to open relevant records directly from search results.
Displays ‘No results found’ when no matching records exist.