You can search for work items and their emails using focussed ‘search this value in this field’ on the work item. This is achieved by prepending the search with predefined search code. Before typing anything into Quickfind, the dropdown displays all short codes available in the system, and the field they relate to.
To search against a field, enter the short code and the desired value e.g. hq:Laptop
This will return work item (Ticket/Case/Action) and communication results where this field has this value:
You can put quote marks around your search value to search for an entire phrase as the field value you want to find e.g.: bn:“entire phrase”
You can also use this approach to search for phrases with general free text searching, i.e. even when you are not searching against a custom field with a prepended short code.
Some further explanation of how Quickfind works: There are three different kinds of searches going on in parallel when you are entering Quickfind search data:
1) Specific search against reference number. This is based upon recognizing a known format of the system’s refence number for work items and then returning results related to Tickets, Cases, Actions which have that reference. You can just type the reference, e.g. ‘40308-T’ and the system will recognize it as a reference. You don’t need to enter a leading short code.
Note: There's also support for certain formats of your own internal reference numbers. Specifically, Quickfind will recognize text strings made up of a series of digits and a '.' decimal point marker, up to 10 digit characters, i.e. with the format 'NNNNN.NNNNN', no matter where the '.' character appears within this string.
2) Custom Data Field searches. As described above. The system will know to do this kind of search when you enter a known short code, e.g. ‘FN: ’. The search will be for a field which contains the specific value you enter. See further note below on Wildcards.
3) Free text searching for work items, communications and people against anything else you enter which doesn’t conform to the first two types of recognized data. The system free text searches the individual words against various system attributes of work items, communication and people, e.g. work item title, email subject and body.
4) 'Start with' searching for files - the system uses 'start with' logic for searching for files where it adds a wildcard to the END of search texts. This means that if you are searching for a file called 'Invoice Processing.docx', searches for 'processing' would not find the file, but searches for 'invoice' would.
When searching, the system will add a wildcard to the END of search texts, but not the start.
For Custom Data Searches specifically, an example of behaviour would be: searching for e.g. “p:John Smi” would find items with the value “John Smith” in a field ‘person’ but searching just for “p:Smith” would NOT find it.
In short: With Custom Data Field searches, we’re searching for the precise value of the field, or the start of the value. Free text searches aren’t quite the same as this, since a free text search will try to match against each individual word within a text value to get a match, rather than the value as a whole.
Wildcards are added to the end of reference number searches also.
While you are typing in Quickfind, the system will wildcard search against the very last word, e.g. if you’re free text search typing: "John return prio", the system will wildcard the last word and would also bring back results with e.g. ‘priority’.
Once you’ve pressed the space bar the system will conclude you’ve finished typing that word and will search against it without a trailing wildcard.
In order to retain system performance, the following are ignored from searches:
Words of 1 to 2 characters.
Words in the system 'Stop List'. These are standard common words such as ‘and’ ‘the’, ‘me’ etc., which would otherwise return too many results. Please see here for the full stop list of words which are ignored in searches (in Quickfind and indeed in any other system searches).
Specific characters which are set to be ignored, e.g. “*”, “?”, “@” etc. in Quckfind specifically. Please see here for a full list of the characters which are ignored. This will mean for example that when searching for customer.com in Quickfind, the words 'customer' and 'com' would be searched for. As such, it’s recommended to place such word combinations in quotes to search for them as a specific phrase - i.e. searching for “customer.com” will likely bring back the results you are looking for.
Quickfind is a text-driven search. Entering dates in the text strings may bring back inconsistent results. Use “quotes” where possible if such searching is necessary to help the search look for entire strings of characters such as "search for where this entire string occurs".
Use the date sliders to search for results in specific date ranges.
When searching for multiple words, the search will be using an ‘AND’ logic rather than ‘OR’, i.e. bring back items with 'Apple' AND 'Banana' AND 'Pear'.
It’s important to note that Quickfind performs three independent searches,
one for for work items (Cases, Actions, Tickets),
one for the Emails that may relate to them, and
one for people.
An effect of this can be that if you are e.g. searching against a combination of three words, e.g. 'apple' and 'banana' and 'pear', Quickfind will return results of any work items where all three words occur, and separately any emails where all three words occur. Situations where two of the words appear in the work item, and the third only in an associated email, would NOT be brought back by either search.
The specific attributes which the work item searches are performed against are as follows:
Work Item Reference
Title
Customer Name
Supplier Name
Contract Name
Service Name
Service Line Name
Process Type Name
The specific attributes which the Communications searches are performed against are as follows:
Email Title
Email Body
Email Addresses (From, To, CC, BCC)
Internal Note Body (for notes added in Enate / Self Service).
You can use Quickfind to search for people, work items, communications and files.
By default, Quickfind will search against all four categories of people, work items, communications and files, but you can focus down to searching just one of these categories by selecting from the left-hand dropdown in the Quickfind header.
You can search for work items (i.e. Tickets. Cases and Actions) by entering key words relating to them into Quickfind.
If you have many results, then you can choose to filter your search down further by choosing to search by Ticket, Case or Action specifically.
Work item search results will display the reference, title, process name, work item status, due date (with Red/Amber/Green colour-coding), plus the name of the person to whom the item is currently assigned.
Additionally, you can filter the search by start date using the slider provided, from Today through to Past Year, plus specific date ranges.
Hovering over a work item row in Quick find will display a ‘Take It’ icon. Instantly assign this work item to yourself by clicking on this icon.
Clicking on the work item will open it in a new tab.
You can search for contacts by searching for first name, last name, company and email address.
Additionally, further people-extended properties can be added to the system and all text/string properties can be searchable within Quickfind. For example, you might have a 3rd party contact with the attributes ‘Country Name’ etc. which will be searchable in the Quickfind.
The criteria which can be searched against, e.g. ‘Employee Number’, are displayed as the records are returned in the Quickfind results, in the line underneath the contact name.
If you have many results, then you could filter it by clicking on ‘Contact’ or ‘Agent’. When you click on contact, the system will only show contacts with search criteria.
Clicking on a person will open the Contact Activity page where you can view current and historic activity - work items related to that person - all their communications, and start new work for them.
Note: You will only be able to see the email addresses and the Contacts belonging to the companies that you have access to. These settings are configured in Builder, click here for more information.
If you are searching for a new contact which does not currently exist in the system, you can create a new contact from Quickfind itself. Navigate to the people search function in Quickfind and click on ‘add a contact’.
When you click on ‘add a contact’, the system will decode and auto-populate the first name, last name and email address. Once you fill in all the information and click on create, you will be taken to the Contact Activity Page of the new contact.
Note: The contact email address must be unique in the system.
You can search communications (i.e. emails, notes and Self Service communications) by entering key words from the email subject, body text or contact details (To, From, Cc, Bc), or key words from the note or Self Service communication you are searching for.
You can choose to filter you results even further by selecting the communication type i.e. incoming email, outgoing email, note, self-service comment by clicking on top icons.
You can also use the slider to filter by received/sent date (from Today through to Past Year, plus specific date ranges).
Search results will be sorted by the date that the email was sent/received, with the most recent at the top.
Email search results will include details such as the To/From address (depending on whether the email was sent or received), an icon to indicate if the email was sent or received (if the email was sent from you or your team the icon will be green and if the email was received by you or a member of your team the icon will be blue), the email subject and the first few lines of the email body, as well as the email sent/received time.
Note search results display the writer of the note, the first few lines of the note and when the note was written.
Clicking on the communication will open the work item which it is linked to in a new tab.
You can use Quickfind to search for individual files or to search for a work item by searching for one of its files. Searching for files in Quickfind will search for both files that are directly linked to the work item AND files that have been attached to communications for the work item.
The search results will be sorted by the date that the file was last updated on or when the email was sent/received if the file is a communication attachment, with the most recent at the top.
Search results will include details such as the type of file (i.e. whether it was attached to the work item or to a communication), when the work item was last updated if the file is attached to a work item or when the email was sent/received if the file is a communication attachment, the reference number and title of the work item(s) the file is attached to and the communication subject if the file is a communication attachment.
Clicking on the file will download a copy of it and clicking on the work item reference will open the work item the file is attached to in a new tab.
Note: You will only be able to see the files and work items that you have access to to based on the permissions you have. These settings are configured in Builder, click here for more information. You will also not be able to search for files or communication attachments that have been deleted.
Additionally, to mitigate performance issues Quickfind will not return search results for:
Communication attachments that start with 'Mime Attachment'
Communication attachments that start with 'MIME-Attachment'
You can still search for the text mime attachment, but the only results will be from work item files. You can still search for 'mim' which may return other results.
Also note that the system uses 'start with' logic for searching for files where it adds a wildcard to the END of search texts. This means that if you are searching for a file called 'Invoice Processing.docx', searches for 'processing' would not find the file, but searches for 'invoice' would.
