ServiceNow: Search for Incidents, Requests, or Knowledge Articles

ServiceNow has several list views for its various applications, eg Incident, Request, Knowledge, etc. For example, the Incident application has list views for Assigned to me and Open - Unassigned, and for some users All. 

This article covers:

• Seeing a list of all items (for example, all Incidents)
• Finding an item by number
• Searching for items

Seeing a list of all items

• Click All in the appropriate application in the left navigation pane (e.g., Incident, Request, etc.).
  
  
• If you do not have All as an option, open any other list, and click All next to the Show/hide filter button.
  

Finding an item by number

1. Open a list of items (Incident, Request, etc.).
2. Make sure the Go to drop-down at the top of the list is set to Number.
3. Type all or part of the ticket number in the Search.
   
4. Press Enter (Return) on your keyboard.

Searching for items

Searching returns records that contain the search term in any field. You can use wildcards (?), fuzzy searches (~), and Boolean operators.

1. Open a list of items (Incident, Request, etc.).
2. Change the Go to drop-down to for text. Go to changes to Search.
3. Type in your search criteria.
4. Press Enter (Return) on your keyboard.

Sorting Items

1. Open a list of items (Incident, Request, etc.).
2. Click the field heading you want to sort.
   
3. To reverse sort, click the field heading again.