ServiceNow: Search for Incidents, Requests, or Knowledge and Manage Lists

ServiceNow has several list views -- For instance, under the Incident category in the left navigation pane, there are options to view lists of Incidents Assigned to me, Open - Unassigned, and for some users, All. These pre-configured lists can be filtered to show you exactly what you wish.

This article covers:

• Seeing a list of all items (for example, all Incidents)
• Finding an item by number
• Searching for items
• Display additional fields for items
• Group items by fields
• Filter for items by service offering or other criteria
• Save customized filters

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. First, 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. First, 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.

Managing lists

Displaying Additional Fields

1. First, open a list of items (Incident, Request, etc.).
2. Click the Update Personalize List button .
3. Add items from the Available options on the left.
   • Some commonly used items are: Service Offering, Opened by, and Assigned to.
4. Order columns as desired.
5. Click OK.

Sorting Items

1. First, 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.

Filtering for Tickets by Service Offering or Other Criteria

You can tell ServiceNow to search for tickets using specific criteria that you set. For example, you can search on:

• Service Offering
• Opened by (specify who)
• Updated by (specify who)
• Created (specify a timeframe)

1. First, open a list of items (Incident, Request, etc.).
2. Click the Show/hide filter button .
3. Remove existing filters by clicking the Delete button  to the right of each filter, if desired.
4. To search for Incident tickets assigned to services you work on:
   • Select Service Offering from the -- choose field -- menu
   • Select is from the operator menu
   • Start to type the appropriate Service Offering into the field, and select it from the list.
   • Click Or to add additional Service Offerings, if desired.
   • Click Run.

Note: If you want to have the filter available for later use, you can save it.

Saving a Custom Filter

You can create a filter and save it for later use.

1. Once you have created and run a filter, re-open the filter area by clicking Show/hide filter button .
2. Click Save...
3. In the Save as: field, type a descriptive name for your filter.
4. Click Save to the right.

Running a Custom Filter

1. First, open the list of items that contains the filter (Incident, Request, etc.).
2. Click Incidents (Requests, etc).
   
3. Select Filters, then the name of your filter.

Grouping Items

You can group items in a list by criteria such as Priority (Critical, High, Moderate, Low) or Incident State (New, Active, etc.). Grouping does not work on large text fields such as Resolution notes.

1. First, open a list of items (Incident, Request, etc.).
2. Right-click a field heading (on a Mac, two-finger tap the touchpad).
3. Select Group By [Field Heading]
   
   
4. Ungroup by right-clicking the field heading and selecting Ungroup.