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Search Tips & Shortcuts

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In this lesson, you will learn:

  • Simple tips to get better search results
  • How to search inside one list instead of the whole instance
  • What to do when search can’t find something

1 Search smarter, not harder

You now know how to search and read results. These tips help you find the right record faster, with less scrolling. 🎯

Six search tips as cards. Use the record number, like INC0010001. Use a few specific words, like vpn london, not a whole sentence. Put a phrase in quotes to find those words together. Pick a tab to search one source. Use filters to narrow by state or priority. Use the All menu for pages, not search.
Figure 1. Six tips for better search results.

2 The top tips

  1. Use the number if you have it. Typing INC0010001 finds that exact record. Nothing is faster.
  2. Use a few specific words. vpn london works better than “my vpn is not working when I am in London”.
  3. Use quotes for a phrase. "blue screen" looks for those words together, in that order.
  4. Pick a tab. If you want an article, click Knowledge instead of scrolling through All.
  5. Use filters. Narrow by State, Priority, or Category to cut the list down.

💡 Good to know: Search ignores very common words like “the”, “is”, and “my”. Focus on the words that make your search different.

3 Searching inside a list

Global search looks at the whole instance. But sometimes you’re already in a list, like the Incident list, and just want to search there.

  1. Open a list, like Incident > All.
  2. At the top of the list, find the Search box and the menu next to it.
  3. Pick a field, like Short description, or pick for text to search all fields.
  4. Type your word and press Enter. Only this list is searched.

📝 Note: You’ll learn much more about lists and filters in Chapter 11.

4 When search can’t find it

Sometimes a search comes back empty. Here’s what to check:

Possible reason What to try
Typo Check the spelling, or try a shorter word
Too many words Remove words and keep only the key ones
You’re looking for a page Use the All menu filter instead
No access You may not be allowed to see it. Ask someone with access
Not a search source That table may not be set up for search. Ask an admin

⭐ Remember: An empty search doesn’t always mean the record doesn’t exist. It may mean you can’t see it, or that search doesn’t look in that table.

5 Let’s try it: practice the tips

  1. Search for password reset. Then search for "password reset" with quotes. Do the results change?
  2. Search for email and click the Knowledge tab. Open the first article.
  3. Open Incident > All. Use the list’s Search box with Short description to find incidents about email.
  4. Try searching for users. Do you get the Users module? (No! Use the All menu for that.)

6 Quick recap

  • Use record numbers and a few specific words
  • Put phrases in quotes to keep words together
  • Use tabs and filters to narrow results
  • Use a list’s own Search box to search just that list
  • An empty search might mean no access, or a table that isn’t searched

7 Check yourself

Think of your answer first. Then tap to check.

1 Which search is better: printer 3rd floor jam or “the printer on the 3rd floor keeps getting a paper jam”? Show answer

The short one, printer 3rd floor jam. A few specific words work best.

2 You’re in the Incident list and want to search only there. What do you use? Show answer

The Search box at the top of the list.

3 Your search is empty, but a teammate says the record exists. Give one reason why. Show answer

You may not have access to it, or that table isn’t a search source.

Nice work! You finished this lesson. 🎉

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