Search Incidents by Asset Tag or Serial

[TStark]

 I need to be able to search in Global Search by asset tag or serial number all incidents whose Configuration Item is an asset with the given asset tag or given serial number. 

For example:

- There are several incidents submitted with the Configuration Item: J1OC411. 

- J1O4TOP is a Configuration Item (type: asset/hardware) with Asset Tag: D1234 and Serial Number: 1A1234B

- If I enter D1234 in the Global Search I should receive search results of every incident whose Configuration Item field value is J1OC411 or

- If I enter 1A1234B in the Global Search I should receive search results of every incident whose Configuration Item field value is J1OC411

Thanks in advance for your assistance.

[Najmuddin Mohd · Accepted solution]

Hello @TStark ,

To get Incidents when its Configuration item's Asset Tag or Serial Number is used in Global Search,
you need to create two custom fields on Incident and populate CIs Asset Tag and Serial Number and add these two fields to the Database Indexes of the Incident table. 


Reference:
https://www.servicenow.com/community/itsm-forum/how-to-add-caller-user-name-to-global-text-search/m-...


If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[TStark]

Hi @Najmuddin Mohd 

I have the two fields on the incident form however they aren't available to be added to the Database Index of the Incident table as they are not columns from the Incident table. See attached screenshot. 

[Najmuddin Mohd]

Hello @TStark ,

According to the above reference, those fields should be custom fields and values should be populated using Script everytime, instead of Dot-walking.

I have created a custom field "CI Asset Serial Number", and when I checked, the new field was available to create an Index.

If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[TStark]

Thanks @Najmuddin Mohd, 

I actually didn't need to do the database index. Once I added the fields to the Incident table, as opposed to dotwalking, and populated the fields with a client script the two fields became searchable via Global Search. I have to also mention that I've previously indexed the alm_asset table which allowed the ability to also produce search results from the assets table.

- Tony