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Advanced Search and Ad-Hoc Reporting (Remedy Classic View)

This article applies to: Remedy


Useful Things to Know about Searching in Remedy

  • By default, Remedy search screens will search across all Incidents, all Work Info, all Assignment Logs, all People. By adding search criteria you will help to narrow your search.
  • Wild cards are not typically necessary unless you are trying to match cases within a list.
  • When searching against dropdown fields you can use > (greater than) and < (less than) symbols.

    Example: 'Status*' < "Resolved"

Navigate to the 5 Search Forms (Incident, Work Info, Assignment Log, People, Advanced)

Incident Search Form

  1. From the Overview Console, at the upper-right (just above the table), click Search For Ticket.
  2. In the Select Request Type dialog box that opens, select Incident, then click Select.

Advanced Search Forms: Work Info and Assignment Log

If you are viewing the Overview Console, on the left, click the Applications tab, then Incident Management, then Incident Management Console.

  1. From the Incident Management Console click Search Incident in the left menu area. This opens the Incident Request form.
  2. In the left menu, click Advanced Search. This launches the Advanced Search Selection window.
  3. Double-click either Search Incidents by Work Info or Search Incidents by Assignment Logs. This will open a new Search screen.

People Search Form

  1. From the Overview Console click My Profile in the left menu area. This opens the Person ID form, filled with your info.
  2. Click New Search on the gray toolbar at the top of the screen to clear the form and ready it for a search.

Advanced Search Form for Building a Complex Query

If you are viewing the Overview Console, on the left, click the Applications tab, then Incident Management, then Incident Management Console.

  1. From the Incident Management Console click Search Incident in the left menu area.
  2. In the My Console: Search Criteria panel, select the Advanced Search link. This launches the Advanced Qualification Builder window

Search Tools

You'll see that at the top of every search form there is a gray toolbar. On this toolbar you will find a variety of functionality.

  • Search – executes a search based on the current criteria of the form.
  • New Search – clears the form of all data including invisible workflow and fields. Always use this to clear a search form.
  • Modify All – allows you to push changes to multiple records simultaneously. Use this with great caution!
  • Searches – provides a sub-menu with several options:
    • Run My Searches – allows you to run saved searches quickly.
    • Load My Searches – allows you to load saved searches for editing or consideration.
    • Save Search – allows you to save and name a custom search for use later.
    • Manage My Searches – allows you to manage saved searches. You are able to delete and rename searches here.
  • Advanced search – reveals an advanced query building area at the bottom of the search screen.
    Tip: to enter a field name in the advanced search area, click the field label. Remedy will place the complete name of the field wrapped in single quotes in the advanced search bar for you.

Build Advanced Searches

Advanced Searching in the Incident module can be very complicated. Start small and build more complicated searches as you go. You will want to learn about some of the keywords, dates, and variables you can use in Remedy (information follows). And here are some examples of useful searches.

Search by Group and a Specific Date

'Assigned Group*+' = "xyz groupName" AND 'Submit Date' >= "09/10/08"

Search by Company, Status, and Resolution Date using Math

'Support Company*' = "xyz supportGroup" AND ( 'Status*' < "Resolved") OR 'Last Resolved Date' > ( $DATE$ - ((60*60)*24)*7)

Search by Organization, Status, and Text Contained in the Summary

'Support Organization*' = "Contact Center" AND 'Status*' < "Resolved" AND ( 'Summary*' LIKE "%I am currently away from my email%" OR 'Summary*' LIKE "%RE: Your Emergency Notification Phone Number is In%" )

Search for Incidents That Were Open for More Than 7 Days

('Last Resolved Date' - 'Submit Date' > (60*60)*24*7) AND 'Support Organization*' = "Contact Center"

Search by Organization, Operational Category T1, Submit Date Range

'Support Organization*' = "Security Engineering" AND 'Operational Categorization Tier 1' = "Security Services" AND ('Submit Date' >= "07/01/07" AND 'Submit Date' <= "06/31/08")

Standard Monthly Incident Report

'Support Company*' = "Campus Life" AND (('Last Resolved Date' >= "$BEGINDATE-MM/DD/YY$" AND 'Last Resolved Date' <= "$ENDDATE-MM/DD/YY$") OR ('Submit Date' >= "$BEGINDATE2-MM/DD/YY$" AND 'Submit Date' <= "$ENDDATE2-MM/DD/YY$")

Understand Keywords

Keywords are system-defined strings that produce a value for comparison. Here are some examples:

  • $DATE$ - Date is the current time and date in seconds.
  • $TIME$ - Time is the current time in seconds.
  • $NULL$ - Used to find field matches for fields containing no data.

Understand Dates

Remedy date facts:

  • Remedy date values are defined in seconds, but they are displayed in a standard mm/dd/yy format.
  • You can add / subtract / multiply or divide date values.
  • You can do math on date values. Here is an example of with the total number of seconds in one week:
    $DATE$ - ((60*60)*24)*7

There are two major categories of date searches in remedy:

  • Absolute Dates – used to define exact date matches or to bracket a specific date range. Here is an example:
    • 'Submit Date' >= "09/10/08" and 'Submit Date' <= "09/15/08"
  • Relative Dates – used to define a date or time that is relative to ‘now' or the current time stamp of the server. Here is an example that shows a search for incidents resolved in the previous 2 weeks:
    • Resolved Date' > ( $DATE$ - ((60*60)*24)*14)

Variables

Variables can be used in a saved search to require input on a subsequent search. Here is an example:

('Last Resolved Date' >= "$INPUTBEGINDATE$" AND 'Last Resolved Date' <= "$INPUTENDDATE$")

Variables are not just for dates. They can be used to input any value into Remedy. To use variables follow these simple rules:

  • Use only numbers and uppercase letters.
  • Wrap the variable name with a $ (dollar sign)at the beginning and end.

Create Reports and Export Data

Exporting data is one of Remedy's most powerful features. Using the Remedy Ad-hoc reporting functionality you can export all Incident, Work Info, and People table data.

Part I — Preparation

To export data you must first create a report template that meets your needs.

  1. From the Overview Console, click Reports in the left sidebar.
  2. Click New (near the upper-left corner of the window).
  3. Enter information into the following fields:
    1. Type: select Web (probably already selected)
    2. Form
      1. For Incident reports, select HPD:Help Desk
      2. For Work Info reports, select HPD:Search-Worklog
      3. For People reports, select CTM:People
    3. Name: name your report using the following format: company-unit-reportname
  4. Click OK. A New Report form will open.
  5. For Content, select one of the following:
    1. List is ideal for exporting data to Excel.
    2. Chart
    3. Chart +List
  6. Check Private if you do not want this report to be visible to others.
  7. On the Columns tab, select the output fields you want.
  8. Click Preview to see your report results.
  9. When you are satisfied with your results, click Save.

Part II — Search and Export

To use the template you created you need to search for the exact Incident, Work Info, or People data that you would like to export. Take your time to get exactly what you want before exporting your report.

  1. Perform a search using the appropriate Search form. You will recognize the two-part search results page, with search results at the top, and a form at the bottom of the page. Note that the number of search results is displayed.
  2. Click Select All (located is just below the table of results). This highlights all of the records.
  3. Click Report (next to Select All). The Report Console will open.
  4. Single-click the Report template you created earlier.
  5. Click Run.

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