S.mon - Service Management Online

Allows you to perform a advanced search by using each desired ticket field which should be included in search operation.

Before the results are returned, a security filter is applied to each ticket in the list. It means that one can get only results, where the Access Control List in a product/project allows reading tickets by the desired user!

Additionaly each customer user retrieves only tickets submitted or reported by users of this given customer!

The following table summarizes the fields

Fields	Description
Title	Enter the query string for a ticket's title
Number	Enter a ticket number. Wildcards are currently not allowed!
Product	Enter a query for a product or select an existing customer by following the link with the '?' on the right side
System	Enter a query for a system. Wildcards are here allowed
Customer	Enter a query for a customer or select an existing customer by following the link with the '?' on the right side. This field is only available for engineers!
Engineer	Eneter a query for an engineer. Wildcards are here allowed. By following the link with the '?' on the right side you can select an existing one user. This field is only available for engineers!
Description	Set the search criterion for the description of an ticket.
Solution	If this is set you will perform a join search, where ticket solution will be searched. In this case independet of your choice always the AND operator will be used for the search conditions!
Memos	If selected the search conditions are combined with the AND operator! This setting is only available for engineers and allow a search in a memo text for a ticket.
Reported By	A search for tickets reported by a given person.
Created By	A search for tickets created (submitted) in the system by a given person
Verified By	A search for tickets verified by a given person
Closed By	A search for tickets closed by a given person
Creation Date	A search for tickets created in the system on a given date. Please see the date format help!
Reported On	A search for tickets reported on a given date. Please see the date format help!
Opening Date	A search for tickets opened on a given date. Please see the date format help!
Verification Date	A search for tickets verified on a given date. Please see the date format help!
Closing Date	A search for tickets closed on a given date. Please see the date format help!
Resolving Date	A search for tickets resolved on a given date. Please see the date format help!
State	Allows you to reduce the search only for tickets with the desired state. Please checks the states you want!
Priority	Allows you to reduce the search for tickets with the desired priority. Please checks the priority numbers you want!
Priority Name	Find tickets with the priority name set to a given value. Wildcards are allowed here. Please see the wildcard format help! The priority name is defined in a contract with the customer. It is possible that the same name has different priority number!
Not in time	If this is checked you will reduce the search for only expired tickets (the solution not in the desired fix time).
Other fields
Severity	Please check many of the available severity values to reduce the search result.
Hours	Allows you to retrieve tickets with the fix time of the given duration in hours.
Ext. Hours	Allows you to retrieve tickets with the extra fix time of the given duration in hours.
Break Hours	Allows you to retrieve tickets with the desired waiting state duration.
Call Time	Please specify here the duration of the outgoing phone calls
Component	The name of the product's component. You can use wildcards too. Please see the wildcard format help!
Version	The desired version of the product. You can use wildcards too. Please see the wildcard format help!
When Found?	Allows a search for tickets with the specification, when they where found.
How Found?	How was the ticket detected? Enter your criterion here.
Resolution	Please select one of the given solution type.
When fixed?	In which one phase was the ticket resolved?
How fixed?	How was the ticket resolved?
Office/Site	Office/Site by the customer
Customer Ref#	Search criterion for the extern customer reference number
Manufacturer Ref#	Search criterion for the extern manufacturer reference number
Hardware	Search criterion for the hardware information
Operating System	Search criterion for the operating system information.
Contact1 Name/Email/Phone/Fax	Search criterion for the first contact person
Contact2 Name/Email/Phone/fax	Search criterion for the second contact person
Comment	Search for tickets by a desired comment

For date search you should use following format:

yyyy	For year only
yyyy-mm	For year and month
yyyy-mm-dd	For year, month and day

For wildcard search you should use following format:

'%' or '*'	For any char sequence
'_' or '?'	or exactly one char