Introduction:
ServiceNow is a powerful platform that offers a wide range of features and functionalities to help organizations manage their IT service management (ITSM) processes effectively. One such feature is keyword search, which allows users to quickly find relevant information, records, or configuration items within the ServiceNow instance. In this article, we will explore how to make the most of keyword search in ServiceNow and leverage its capabilities to enhance productivity and efficiency.
Understanding Keyword Search:
ServiceNow’s keyword search feature enables users to search for specific keywords or phrases across multiple tables and fields within the platform. The search results provide a comprehensive list of records that match the search criteria, making it easier to locate the desired information quickly. Whether you’re looking for incident records, knowledge articles, or configuration items, keyword search simplifies the process by eliminating the need for manual navigation through various forms and menus.
Basic Search Techniques:
To initiate a keyword search in ServiceNow, locate the search bar at the top of the screen. Here are some basic techniques to refine your search:
- a. Simple Keyword Search: Enter a keyword or a phrase directly into the search bar and press Enter. ServiceNow will search for records containing the exact keyword or phrase across all searchable tables.
- Quotation Marks for Exact Matches: If you want to search for an exact phrase, enclose it within quotation marks. For example, searching for “network connectivity issue” will only return results that include the entire phrase.
- Boolean Operators: ServiceNow supports Boolean operators such as AND, OR, and NOT to refine your search. For example, searching for “incident AND urgent” will display results that include both keywords, while searching for “incident OR problem” will display results containing either keyword.
Advanced Search Techniques:
Advanced Search Techniques: ServiceNow offers several advanced search techniques to further refine your search results:
- a. Wildcards: Utilize wildcards () to substitute unknown or variable characters within a keyword. For example, searching for “servicenow” will display results that include terms like “ServiceNow,” “ServiceNow platform,” etc.
- b. Field-Specific Searches: To narrow down your search to a specific field, use the syntax “field_name: keyword.” For instance, searching for “short_description: password reset” will only return results where the keyword appears in the short description field.
- c. Search Operators: ServiceNow provides various search operators to enhance your searches. Some commonly used operators include “>”, “<“, “>=”, “<=”, “!=”, “IS”, and “IS NOT.” These operators allow you to search for records based on specific criteria, such as “priority>2” or “state!=closed.”
Refining Search Results:
ServiceNow offers multiple options to further refine your search results:
- a. Filters: Use the available filters on the search results page to narrow down the records based on specific criteria. Filters include record type, state, category, priority, and more. Apply the relevant filters to quickly find the desired information.
- b. Sorting: Sort the search results by clicking on the column headers. For instance, you can sort by created date, priority, or any other field to organize the records in a more meaningful way.
Saved Searches:
ServiceNow allows you to save frequently used search queries for future use. After performing a search, click on “Save” to create a saved search. Saved searches can be accessed from the navigation menu, making it convenient to retrieve commonly used queries.
Conclusion:
Efficiently utilizing keyword search in ServiceNow can significantly enhance productivity and streamline information retrieval within the platform. By mastering the basic and advanced search techniques, users can quickly locate records, incidents, knowledge articles, and configuration items, saving valuable time and effort. Experiment with different search methods, leverage filters and sorting options, and consider creating saved searches to optimize your experience with ServiceNow’s keyword search functionality.
