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Configuring more record types for quick search

Out of the box, the search line only supports searches by record ID (with ID prefix) for the following record types : SD (interactions), C (change), IM (incidents), and CI (configuration items). You can enable more record types (for example, Problem records) for quick search.

To configure a record type for quick search, follow these steps:

  1. Log in to Service Manager as a system administrator.
  2. Type gl in the command line, and press Enter.
  3. In the List Name field, enter UniSearch Types.
  4. Click Search.
  5. Add the table of the record type and the record type prefix to the global list. For example, for Problem records, do the following:
    1. In the Value List field, add rootcause.
    2. In the Display List field, add PM.

    Note Make sure the types and prefixes are within double quotation marks and separated by commas with no spaces between them. For example: {"incidents","cm3r","probsummary","request","rootcause"} and {"SD","C","IM","RF","PM"}.

  6. Click Save, and then click More > Rebuild Global List.
  7. Click OK.
  8. Click the toggle icon to switch the command line to the search line, and enter a problem record (such as PM10001), and then click the Search icon. The problem record is displayed.