Cloud Management and AIOps

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Status Future consideration
Workspace Control Desk
Created by Guest
Created on Oct 28, 2016

Need text search within tickets to search all worklog & commlog updates

Here is one thing I would add to our ticketing system (SR, Incident & Problem apps). The ability to do do a search across all worklog and commlog entries, from within the ticket. When using ICD and I am working with a ticket, I don't always remember what I had already asked my customer and thus I am forced to manually look at each update in the worklog and commlog to see if XXX was already provided. There should be a search button within the Ticket apps to do this search.

Idea Priority High
Use Case
This is to make the product more useful for the technicians. When collecting information to debug a situation, there is a lot of back and forth, and sometimes you need to look back at answers already given. If they are too hard to find, then the rep has to ask the customer for that info again.
RFE ID 96540
RFE URL
RFE Product IBM Control Desk
  • Guest
    Apr 12, 2019

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - Cloud
    Product family - Workload Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk