Configuring search results

Search results are usually displayed in a browse table. You can change how the information appears in a browse table as follows:

• Change a column width – see Changing the width of a column on page 1
• Select a column heading to sort the information in ascending or descending order – see Sorting by column on page 1
• Filter items in one or more columns – see Filtering items in a column on page 1
• Select which columns to display – see Selecting which columns to display on page 1
• Change the background and text colors – see Choosing background and text colors on page 1

You can also export the search results to a PDF or Excel file (see Exporting search results to PDF or Excel on page 1), or display them as a graph.

Using the right-click shortcut menu, you can:

• Print all the records – see Printing all records on page 1
• Copy the current row to the clipboard and paste it into an external application – see Copying a row to the clipboard on page 1

• Export the search results to a PDF or Excel file – see Exporting search results to PDF or Excel on page 1

  Two extra shortcut menu items are available for the Call Search browse table – Action and Review. For more information, see Full Task Search on page 1.

Administrators can change the maximum number of results that are returned, and how often search results are refreshed. For information about the Browse Refresh Interval, see System Settings on page 1.

You can Select All Records using the right-click menu, or CTRL-A. To select multiple results, select and hold CTRL and select each of the items in turn. Or select and hold SHIFT and select a range.

Understanding the available buttons on a browse table

The following toolbar buttons may vary, depending on your permissions and what information the browse table contains.

	View the currently selected item. Depending on your permissions, this may 'take action' on the item and change the ownership to you, or it will open the item in review mode and leave ownership with the current owner.
	View the selected item in review mode
	Add a note to the selected call
	Update the search results
	Customize which columns appear in the window, and set their order
	Color code records and text for your own personal use
	Open a printable view of the results
	View as a graph (displayed if you are viewing results in table view)
	View as a table (displayed if you are viewing results in graph view)
	Forward one or more selected calls
	Close one or more selected calls
	Add call to watch list. See Viewing Calls Outstanding for more information.
	Remove call from watch list
	Appears if you are viewing CMDB items or organizations. Open a diagram that shows how the selected object links to other like objects.
	Copy the selected record
	Paste copied data into one or more selected records
	Clone the details of the selected record into a new record. See Cloning CMDB Items for more information.
	Delete one or more selected records
	Save the search in the Saved Searches list for personal use. You must specify a name for the saved search, then select OK.
	Delete the currently displayed search from the Saved Search list. You must confirm the deletion.
	Export all the records to an Excel .xlsx spreadsheet
	Perform a bulk update. Apply the same information to multiple records.
	Order one or more of the selected service actions

Changing the width of a column

To change the width of a column:

• Drag the column separator on the right side of the column title until the column is the desired width.

Sorting by column

Select a column title to sort the information in ascending (A-Z; 1-10) or descending (Z-A; 10-1) order.

Filtering items in a column

Use filtering on single or multiple columns to narrow down the number of items displayed in the browse table.

For example, you can filter an analyst's outstanding calls by specific type, such as Hardware.

To filter the items in a column:

1. Select alongside a column title to view all the values for that field.

   The Select All option is selected by default so that all records are displayed.

2. If required, clear Select All, then select one or more of the listed values instead.
3. If required, use the Search box to search for listed items that begin with the typed value.

4. If required, select Text Filters or Number Filters for custom filtering.

   For more information about custom filtering, see Text and Number Filters.

   The browse table refreshes to display only those items that match your filter. The filter icon turns blue to indicate that a filter is in use .

5. Repeat to filter on additional columns.
6. To remove the filtering and revert to the original view, select alongside the column title, then select Clear Filter.

Filters are lost when you close the window.

Text and Number Filters

To set a custom filter for your selected column:

1. On the Custom Filter window, select your filtering option from the drop-down list, then type the required value.
2. If required, select AND to set a further filter where both specified values must be met.
3. If required, select OR to set a further filter where either one or the other specified value must be met.
4. If you selected AND or OR, specify the second value by choosing a filtering option from the drop-down list and typing a value alongside it.
5. Select OK to filter your browse table results.

You can use the following options to customize your column filtering in a browse table:

Filter	Description
Equal	For both text and numeric fields. Returned results will exactly equal the value entered.
Not equal	For both text and numeric fields. Returned results will not exactly match the value entered.
Starts with	For text fields only. Returned results will start with the specified value.
Ends with	For text fields only. Returned results will end with the specified value.
Contains	For text fields only. Returned results contain the search string within them.
Less Than	For numeric fields only. Returned results are lower than the specified value.
Less Than Or Equal	For numeric fields only. Returned results are equal to and lower than the specified value.
Greater Than	For numeric fields only. Returned results are higher than the specified value.
Greater Than or Equal	For numeric fields only. Returned results are equal to and higher than the specified value.
Between	For numeric fields only. Returned results are between both the specified values.
Custom Filters	For both text and numeric fields. You can set up your own filter.

Selecting which columns to display

You can select which columns are displayed in a browse table.

These changes are for personal use only and will not affect other analysts.

1. Select to display the Select Columns window.

2. In the View Columns For field, select the entity type, for example Requests or Calls.

   On some windows, this option is grayed out if there is no choice. For example on the Call Search window, Calls is the only option. Filter by Screen Set and Available Columns update dynamically.

3. If required, in the Filter by Screen Set field, select the multi-tier selector button to find and filter by a relevant screen set.

4. If required, in the Available Columns list, select one or more columns that you want to display in your search results, then select Add to include them in the Selected Columns list.

   You can select multiple columns using SHIFT-select for consecutive columns, or CTRL-select for non-consecutive columns.

   Alternatively, you can double-click a column title to include it in the list.

   You can display up to 15 columns.

   Column titles with alongside are related tables, and contain a set of fields. Double-click the arrow to view the field set. Select in the title bar to return to the previous level.

5. If you want to remove a column from the Selected Columns list, select the unwanted column, then select Remove.

   Alternatively, you can double-click a column title to remove it from the list.

6. If you want to change the order in which the columns appear in the results table, in the Selected Columns list, select a column and select Move Up or Move Down to change its position.

7. Select OK to save the changes and apply your changes to the browse table.

If you have more than one Calls Outstanding window open, ensure that the one with your final desired changes is the only one open. To ensure your settings are saved, log out and log in again.

Choosing background and text colors

You can color code the records in call, task and request search results and most outstanding browse tables.

These changes are for personal use only and will not affect other analysts.

1. In the browse table, select to view the Select Colors window.

2. In the Color By drop-down list, select the criteria you want to color code by.

   The Color By list contains list-based columns (such as Call Priority) from the Selected Columns list. Your selection dynamically populates the Values table.

3. In the Values table, select alongside the value you want to edit.
4. If required, select the Bold checkbox to make the value text appear bold.
5. If required, select a Background color from the drop-down list, then click Apply.
6. If required, select a Font color from the drop-down list, then click Apply.
7. Select to save the value.
8. If required, repeat for other values.

9. Select OK to apply your changes to the displayed results.

   Select Restore Defaults to restore the original settings.

Printing all records

You can print all the records in a browse table.

1. In the browse table, right-click a record, then select Print All Records on the shortcut menu.

   A print preview appears. Depending on your printer, you can adjust the settings and layout.

2. Select Print to print the file.

Copying a row to the clipboard

You can copy one or more selected rows of the browse table to the clipboard, to paste in external applications.

• In the browse table, select one or more rows you want to copy, then right-click the selection and select Copy Row to Clipboard on the shortcut menu.

  You can paste the clipboard contents into external applications such as Microsoft Word.

Select All Records

You can select all the records in a browse table.

• Right-click inside the browse table, then select Select All Records.

Take action on calls

If the browse table contains calls, you can take action on a listed call.

You must have the correct privileges in order to see this option.

• Right-click the specific call, then select Action.

  The call appears, enabling you to perform actions on it.

For more information, see Logging a Call in ASM Core.

Review calls

If the browse table contains calls, you can review a past or current call.

You must have the correct privileges in order to see this option.

• Right-click the specific call, then select Review to view the call.

Exporting search results to PDF or Excel

To export the contents of any browse table to a PDF or Excel spreadsheet:

1. In the browse table, select the rows you want to export.

   If you do not make a selection, all the records are selected for export.

2. Right-click your selection, then select Export and either PDF or Excel on the shortcut menu.

   Export.pdf or Export.xlsx appears in your Downloads folder.