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Queries

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 Queries allow you to search the LANDESK Service Desk database for:

  • Incidents
  • Service Requests
  • VCU Asset Search
  • Remedy Tickets (that were migrated from Remedy into Service Desk)
  • User Search
  • Support Group Rosters
  • Aging - Incidents
  • Aging - Requests
  • Resolved Incidents
  • Resolved Requests
  • Resolved Cases by Category

How to get to the Query Screen:

  • Upon login to Service Desk, you must switch the screen view from Self Service to Web Desk:

  • In the Navigation Bar at the bottom, you will see two choices- Service Desk and Queries. Click on Queries:

  • This brings up the different Queries you can select from the Navigation Bar:

  • Depending on the query type selected, the screen will come up with different fields to query at the top:

  • Once a query is completed, the bottom part of the screen will list all tickets created for the type of query you choose to do:

    • Note: You can sort by any column. It defaults to the oldest ticket on top. You can change that order by clicking on the heading field to get to that column. To change the sort order, you would click on that heading field again.
    • There is limited space on the page so you may have multiple pages with results. You can page forward or back and go to the first page of results and last page of results:

Incident Search

Search for Service Incidents:

  • Status equals - This allows you to search based on the status of the ticket (Awaiting Response, Closed, In Progress, Open, Resolved, Survey Completion, With 3rd party, With Customer).
  • Incident Number contains - The incident ticket number.
    • Note: if you do not know the full incident number, you can input all known portions of an incident number which will generate all incidents found in Service Desk containing those numbers.
    • For example, if you only know the last 4 digits of the incident number, your search results will display all incidents that contain that same last 4 digits.
  • eID contains -  The eID of the customer (affected end user).
  • Customer Name contains - The customer's (affected end user’s) name.
    • Note: If you don’t know the exact name of the affected end user, you can use wildcards. The wildcard in Service Desk is the % symbol.
    • For example, if you were looking for Barbara Robinson, you would key in %Barb% %Robinson% which would give you Barbara with a title “Ms.” (if she was listed with one), Barb or Barbara as the first name, the middle initial (if it is listed with one), and a last name containing Robinson:

  • Customer Department Name contains - The name of the Department a specific customer is affiliated with. 
  • Creation Date is between- The date the incident was created. There are four fields:
    • Beginning date - The drop down brings up a calendar to choose the beginning date.
    • Beginning time - Format is 24-hour clock: hour, minute, second; 00:01:00 would equate to 1:01 am.
    • Ending date - The drop down brings up a calendar to choose the ending date.
    • Ending time- Format is the 24-hour clock: hour, minute, second; 23:59:00 would equate to 11:59 pm
      • Example: 

  • Category contains - Input a specific category to search all incidents submitted under that category.
    • Note: You can use wildcards here too. %Email% %Google% would find tickets with the words Email and Google in them.
  • Description contains - Words used in the “Description” field of the incident.
    • Note: You can use wildcards here too. %Email% %Google% would find tickets with the words Email and Google in them.
  • Support Group contains - You can specify the assigned support group to the incident by indicating the support group name here.
  • Assigned Analyst contains - Search for all incidents assigned to a specific analyst.
  • To do a new search, click on ‘Incident Search’ in the Navigation Bar.

Request Search

Search for Service Requests:

  • Status equals - This allows you to search based on the status of the ticket (Awaiting Response, Closed, In Progress, Open, Resolved, Survey Completion, With 3rd party, With Customer).
  • Request Number contains- The request ticket number.
    • Note: if you do not know the full request number, you can input all known portions of a request number which will generate all requests found in Service Desk containing those numbers.
    • For example, if you only know the last 4 digits of the request number, your search results will display all requests that contain that same last 4 digits.
  • eID contains - The eID of the customer (affected end user).
  • Customer Name contains- The customer's (affected end user’s) name.
    • Note: If you don’t know the exact name of the affected end user, you can use wildcards. The wildcard in Service Desk is the % symbol.
    • For example, if you were looking for Barbara Robinson, you would key in %Barb% %Robinson% which would give you Barbara with a title “Ms.” (if she was listed with one), Barb or Barbara as the first name, the middle initial (if it is listed with one), and last name containing Robinson:

 

  • Customer Department Name contains - The name of the Department a specific customer is affiliated with.
  • Creation Date is between- The date the request was created. There are four fields:
    • Beginning date - The drop down brings up a calendar to choose the beginning date.
    • Beginning time - Format is 24-hour clock: hour, minute, second; 00:01:00 would equate to 1:01 am.
    • Ending date - The drop down brings up a calendar to choose the ending date.
    • Ending time- Format is the 24-hour clock: hour, minute, second; 23:59:00 would equate to 11:59 pm
      • Example: 

  • Category contains- Input a specific category to search all requests submitted under that category.
    • Note: You can use wildcards here too. %Email% %Google% would find tickets with the words Email and Google in them.
  • Description contains- Words used in the “Description” field of the request.
    • Note: You can use wildcards here too. %Email% %Google% would find tickets with the words Email and Google in them.
  • Support Group contains - You can specify the assigned support group to the request by indicating the support group name here.
  • Assigned Analyst contains - Search for all requests assigned to a specific analyst.
  • To do a new search, click on ‘Request Search’ in the Navigation Bar.

VCU Asset Search

Input the asset tag number or serial number/service tag number for equipment. The search will list any equipment that has been entered in previous tickets in Service Desk:

 

Support Group Rosters

 

Search for support groups and analysts that are in Service Desk:

 

  • Support Group Name contains: The name of the group you wish to find.

    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the group.

  • Group Member eID contains: The eID of the analyst you wish to find.

  • Group Member Name contains: The name of the analyst you wish to find.

    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the analyst.

Remedy Ticket Search

Input the Remedy ticket number in this field: 

  • Example: Searching for a Remedy ticket number of 698443 would give you the Service Desk ticket containing the information from the Remedy ticket 698443. Remedy tickets after migration are automatically created as an incident or request depending on the category. 

User Search

Searching for users in the system: 

 

  • Name contains: The name of the end user or analyst.
    • Note: If you don’t know the exact name of the affected end user, you can use wildcards. The wildcard in Service Desk is the % symbol.
    • For example, if you were looking for Barbara Robinson, you would key in %Barb% %Robinson% which would give you Barbara with a title “Ms.” (if she was listed with one), Barb or Barbara as the first name, the middle initial (if it is listed with one), and a last name containing Robinson.
  • Login contains: The eID of the end user or analyst.

Aging - Incidents

Search for tickets where the Incident status is not one of resolved or closed:

  • Assigned Group contains: The name of the group you wish to search.
    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the group.
  • Days Open is between: The range of days you wish to search.
  • Fields reported on for Aging Incidents:

 

    • An example of a search for TS-helpIT and the result. When you click on the result “TS-helpIT (25)”, it will list out the tickets in the TS-helpIT group that are not resolved or closed:

    • Note: There is limited space on the page so you may have multiple pages with results. You can page forward or back and go to the first page of results and last page of results:

Aging - Requests

Search for tickets where the request status is not one of resolved or closed:

  • Assigned Group contains: The name of the group you wish to search.
    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the group.
  • Days Open is between: The range of days you wish to search.
  • Fields reported on for Aging Requests:

    • An example of a search for TS-helpIT and the result. When you click on the result “TS-helpIT (19)”, it will list out the tickets in the TS-helpIT group that are not resolved or closed:

    • Note: There is limited space on the page so you may have multiple pages with results. You can page forward or back and go to the first page of results and last page of results:

Resolved Incident 

Search for incidents that are set to a “resolved” status in Service Desk.

NOTE: Incidents remain at a resolved status for 365 days, then move to a “closed” status.

  • Assigned Group contains: The name of the group you wish to search.

    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the group.

  • Analyst contains: the assigned analyst of the incident.

  • Last Update is between: The range of days you wish to search.

 

Resolved Request

Search for requests that are set to a “resolved” status in Service Desk.

NOTE: Requests remain at a resolved status for 365 days, then move to a “closed” status.

  • Assigned Group contains: The name of the group you wish to search.

    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the group.

  • Analyst contains: the assigned analyst of the request.

  • Last Update is between: The range of days you wish to search.

 

Resolved Cases by Category

Search by category for incidents and requests that are set to a "resolved" status in Service Desk.

NOTE: Requests remain at a resolved status for 365 days, then move to a “closed” status.

 

  • Assigned Group contains: The name of the group you wish to search.

    • Note: You can use wildcards (%) in this search if you don’t know the exact name of the group.

  • Analyst contains: the assigned analyst of the incident or request.

  • Last Update is between: The range of days you wish to search.

Questions or Comments?

Please submit all questions, comments, or requests regarding the Service Desk system by selecting one of the quick links on the Service Desk Support dashboard. If you do not currently have access to Service Desk, please contact the VCU IT Support Center at (804) 828-2227 for assistance.