Direct Access

Direct ticket numbers, performance numbers or other IDs can be entered directly into the direct access text box. Enter the desired object (ticket, KB article, CI, etc.). It is also possible to start a search using the assigned alias names of ticket fields. If a term is specified that is neither an ID of an object or an alias search, a general search is performed over all ticket fields.

 

Access to Objects via ID

Via this direct access, tickets, tasks, KB articles, CIs, and expenses can be opened by using the ID of the respective object. For this purpose you have to enter the respective object’s ID in the same way it is displayed in the interface.

In the following table you can see how the various objects can be accessed with their ID:

Object	Description
Tickets	Tickets can be generally accessed via the character strings determined by the numerical range for tickets. Example: IR_02328
CIs	A configuration element can be opened via direct access by entering the display ID, the unique ID, or, if used, the CI caption. Note: From Version 3.7 of the 446 Plattform® on, you have the option to assign an optional CI identifier to CIs. If there are multiple CIs with the same display ID or CI caption, the most recent CI for which the user has permission is opened.
KB-articles	Every KB article begins with the character string KB_. If there are several revisions of a KB article, these revisions can be opened by adding .rxx to the ID. Example for an article without revision: KB_0546 Example for an article with revision: KB_0546.r05 (fifth revision of this article) Warning: When calling KB articles via the direct access, leading zeros must be specified.
Expenses	Expenses are number continuously. There is no prefix character string
Tasks	Every task begins with the character string TSK_. Example: TSK_1438

 

Access to objects via the URL

It is possible to access the following objects directly by calling the URL in the browser:

• Ticket: http://{host}(:{port})/ticket?{TicketId}
• Configuration item: http://{host}(:{port})/ci?visibleId
• KB article: http://{host}(:{port})/knowledgebase?kbId
• Expense: http://{host}(:{port})/expense?expenseId
• Task: http://{host}(:{port})/task?taskId

If the user is not yet logged in, the login page is displayed. After successful authentication, the corresponding detail dialog is then opened (not the main page).

 

Searching via the Direct Access

Search with the help of Alias

A simple search can be performed via the direct access as well. Currently it is only possible to search for complete contents, i.e. you cannot search for parts of field content.

A further option is the search via previously set aliases.

In order to perform such a search all of the fields to be searched in a ticket schema have to be assigned with an alias. For example, every ticket field in any schema containing e-mail contact information could be assigned with the alias email.

Subsequently, a search like

email = lastname.firstname@enterprise.com

can be entered into the direct access field. In the results dialogue all of the tickets with the specified e-mail in a field assigned with the alias e-mail will be displayed. If only a part of the content is to be searched, a placeholder In the computer area, a wildcard character is a placeholder for other characters. Frequently used wildcards are: the question mark (?) or the underscore (_) for exactly one character, the asterisk (*) or the percentage sign (%) for any number of characters (including zero), the double cross (#) for a numeric value. [Wikipedia] can be used. Example:

email = "lastname.firstname@enter*"

In this case all of the tickets with an e-mail address ending with enterprise.com in a field assigned with the alias email will be displayed in the results dialogue. If no placeholder is used, the quotation marks can be left out. The search content can include spaces as well.

Moreover, the operator =! (does not equal) can be used, as well as the operator = (equals). Thus, using the expression

email =! lastname.firstname@enterprise.com

all tickets that do not include this e-mail address would be listed.

You can use logical operators like AND or OR for narrowing down the search results as well. If both of the logical operators are used in an expression, they will be processed as follows:

<AND condition> AND <OR condition>

This is important as an alias can be assigned several times to different ticket fields of different ticket schemas. If the expression

Country = CH AND Department = MRI

is used and if both aliases are used in two ticket schemas, the expression will internally be interpreted as:

(TicketSchema1.Country = CH OR TicketSchema2.Country = CH) AND (TicketSchema1.Department = MRI OR TicketSchema2.Department = MRI)

If a date value is to be searched, it has to be entered in the UTC Coordinated Universal Time (abbreviated to UTC) is the primary time standard by which the world regulates clocks and time. It is within about 1 second of mean solar time at 0° longitude, and is not adjusted for daylight saving time. In some countries where English is spoken, the term Greenwich Mean Time (GMT) is often used as a synonym for UTC. [Wikipedia] and ISO format:

Completed = 2009-09-07T22:00:00

Moreover, aliases for fields containing only Boolean values, like checkboxes, can be defined as well. In order to search for them, True can be used for True/Yes and False for False/No respectively:

Checkbox1 = True

 

Search by keyword

If a term is entered that does not return a result by any of the above options, a search will automatically be executed for all ticket fields. The result is displayed as a list, as in the search with alias.