Can the group description be added to the group name when it is searched?

[Gemma Jacobs]

Hi Everyone,

I'm not sure if this requirement is possible or if so how much effort it would take. Currently when tickets are assigned, a user selects the search at assignment group and they select the desired the group name. Is it possible to also view and search by the group description?

[Ethan Davies]

Yes. Configure your List Layout for the list that shows when searching for an Assignment Group and bring the 'Description' field into the list so your users can easily search for a Group by description.

Once the list appears, configure the list layout.

Bring the description field into the list

Once you save the configuration. Next time you view your list, the Description will appear in the list and you will be able to easily search it.

[Gemma Jacobs]

Thank you so much! I think we are just about resolved on this. I can see the description when I search but when the user enters the group name in assignment group the group description  doesn't appear. Is that possible also?

[Ethan Davies]

Hey Gemma - it is not possible to automatically populate the Name search term at the same time as when you populate the Description search term, at least not without some funky customization. But if you want to do a more general search on the fields present then you can use the 'for text' option when searching.

Please mark one of my answers correct if it helps you so others can see it if they search the same issue/question 🙂 

[SunilKumar_P]

Hi @Gemma Jacobs , You can try with dictionary override.

1. Right Click on Assignment Group field and select configure dictionary.

2. Once you are in dictionary form, select table, override attributes and the following 'ref_ac_columns_search=true,ref_auto_completer=AJAXTableCompleter,ref_ac_columns=description' and save it.

3. On the incident/record form, search as(*your keyword which is in description) and that should get you the group.

Thanks,

Sunil