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Searching for Requests

This topic relates to the Nano interface.

You can search for requests that have been logged and submitted in the system using any of these methods:

Typing the request number into the Quick Search.
Entering search criteria into the Request Search window.

On the Request Search screen you can:

Use the Standard Search to find open or closed requests by request number or text search.
Use the Advanced Search to find requests using all request search fields.
View the results in table layout or Kanban layout.
Configure the columns by adding or removing columns and changing their order.
Right-click on a request to perform actions such as Add Note, Action, Review, Email, etc.

Using Quick Search

Before you start

To view requests Workflow Analyst must be enabled in the Shared tab of your Workflow Management Security Role.

If you know the number of the item you want to view, use the Quick Search field

Type the number into the Quick Search field.
Calls, requests, tasks, approvals matching that number are displayed below the field.
Select the record you want to view.
The record opens in a new tab in Nano.

Using the Request Search Window

Before you start

To view requests Workflow Analyst must be enabled in the Shared tab of your Workflow Management Security Role.

The following settings must be enabled in the Requests tab of your Workflow Management Security Role to perform the listed actions:

To forward requests from the Search or Outstanding windows, enable Request Bulk Forward.
To close requests from the Search or Outstanding windows, enable Request Bulk Close.

Open the Request Search window by selecting Search from the menu and then Request Search.
The Request Search window opens with the Standard Search criteria fields displayed by default.

More advanced search options are available in the Advanced Search.

Enter criteria for your search in the Standard Search fields:

Request Number	Use this field if you know the number of the request you're looking for. Enter the number into the field, then leave the field (press Enter or Tab) to trigger the search. An exact number match is performed across open requests and closed requests. If a request with that number exists, and if you have the permissions to view, it will appear in the results table. This search option automatically searches closed requests and open requests. Other search criteria are disabled when this option is used.
Text Search	Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns requests in which the Description or History contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym.
Active Requests	Select to include active requests in the search.
Completed Requests	Select to include completed requests in the search.
Unauthorized Requests	Select to include requests that have not yet been authorized by the request manager, in the search.

Records matching your parameters are displayed in the Results table.

Sort the table of results by clicking on a column header.
Change the columns in the table by selecting from the toolbar to open Column Configuration window.

See Configuring Columns for more details.

To open the Request details, select the record(s) in the results table and double-click, or right-click and then select .

You can select multiple Request records by holding the CTRL key while select each row.

Other actions are available by selecting the record(s) in the results table, then right-clicking and selecting:

to open the request window in Review mode.
to add a note to the request. The Add Note window is displayed.
to forward the request. The Forward window is displayed.
to close the request. The Request Close window is displayed.
to send an email from the request. The Email window is displayed.
to generate a Details Report.
to open the Task Dependencies Diagram.

The Toolbar

The toolbar provides a number of functions and options:

	Select to refresh the results table.
	Select to change the display of the call records to a Kanban layout. Request Statuses must have the Parent Status setting enabled in System Admin to appear as Kanban column headers. This option is only available while in table layout.
	Select to change the display of the call records to a table layout. This option is only available while in Kanban layout.
	Select to open the Column Configuration window to Searching for Requests displayed in the results table. This option is only available while in table layout.
	Select to display the standard search criteria fields. Closes the Advanced Search. Available only when in Advanced Search mode
	Select to display the advanced search criteria fields. The Advanced Search window expands from the right of the screen. Closes the Standard Search. Available only when in Standard Search mode
	Expands the Advanced Search window if it has been minimized. Available only when in Advanced Search mode and the Advanced Search window is minimized
	Forward the selected request(s) to an analyst or group. Opens the Forward window. This option appears after one or more records is selected in table layout. You must have Request Bulk Forward enabled in your Workflow Management Role to see this option.
	Close the selected request(s). Opens the Close window. This option appears after one or more records is selected in table layout. You must have Request Bulk Close enabled in your Workflow Management Role to see this option.

Advanced Search

Advanced search criteria options are available if the Standard Search does not return the records you are looking for.

Switch to Advanced Search by selecting from the toolbar. The Advanced Search panel opens on the right of the search window.
To minimize the Advanced Search window and retain the search criteria, press . To expand it again press on the toolbar.
To close the Advanced Search window, clear the criteria, and return to the Standard search, select on the toolbar.
Enter the criteria for your search and then press .

Advanced Search criteria (default) options:

Open	Searches open requests (even if they are the responsibility of other analysts)
Closed	Searches closed requests
Authorized	Searches requests that have been authorized by the Request Manager.
Not Authorized	Searches requests that are pending authorization
Implemented	Searches requests which are done.
Not Implemented	Searches requests that have not been done yet.
Submitted	Searches for submitted requests
Not Submitted	Searches unsubmitted requests
Template	Includes workflow templates in the search
Partition	This option is only visible if you have access to more than one partition. Use the drop-down list to select from the partitions you can access.
Include Deleted Field Values	Selecting this option enables deleted values for list fields to be selected. If you are searching for a request by Priority and select the Include Deleted Field Values option; the Priority list will be updated to display names of priorities that you created and subsequently deleted. You can then select a deleted value from the list, and conduct your search.
Logged Date	Use these fields to specify the date range in which the request was logged by typing a date or using
Completed Date	Use these fields to specify the date range in which the request was completed by typing a date or using
Request No	Use this field if you know the number of the request you're looking for.
Type	From the list, select the Type of the request you are searching for. Depending on the number of tiers configured for your system, you may see one to five tiers. You can select a type from any level. To search for requests that match only the selected type, select the Equal option. To search for requests that match the selected type and the tiers below, select Equal + Below.
Priority	From the list, select the Priority of the requests for your search.
Completion Status	From the list, select the Status of the requests for your search.
User	Type part or all of the user's name. Matching results are displayed beneath the field. Select one from the list.
Organization	Type part or all of the organization's name. Matching results are displayed beneath the field. Select one from the list. Organizations can be linked in a hierarchy. To search for requests that match only the selected organization, select the Equal option. To search for requests that match the selected organization and those linked as children, select Equal + Below. To search for requests that match the selected organization and those linked as parent, select Equal + Above.
Request Manager	Type part or all of the request manager's name. Matching results are displayed beneath the field. Select one from the list.
Current Group	Type part or all of the name of the current group of the request. Matching results are displayed beneath the field. Select one from the list. If a request is forwarded by Group A to Group B, and Group B has not yet taken over the request, the Current Group of the request is Group A. The Current Group changes to Group B after Group B takes over the request.
Assigned Group	Type part or all of the name of the group responsible for the request. Matching results are displayed beneath the field. Select one from the list. If a request is forwarded by Group A to Group B, the Assigned Group of the request is Group B. (Group A was the Assigned Group on the request before it was forwarded it to Group B, at which point it became Group B.)
Receiving Group	Type part or all of the name of the group the request has been forwarded to. Matching results are displayed beneath the field. Select one from the list. If a request is forwarded by Group A to Group B, and Group B has not yet actioned the request, the Receiving Group of the request is Group B. After Group B takes over the request, there is no Receiving Group on the request.