Searching from within a ticket

When you have an incident, service request, or problem ticket open, you can search for similar or related tickets to help you find more information. You can also search for existing solutions that might resolve the ticket, and you can search knowledge bases as well.

Before you begin

To perform a search from within an individual ticket, open the appropriate ticket application (Go To > Service Desk > [Incidents, Service Requests, or Problems]), and open the record from which you want to search.

About this task

In addition to searching for ticket or solution records, the search engine searches files that are attached to the records.