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Service Desk Manager - Can I filter results for requests and incidents together

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Article ID: 187109

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

Is there a way to filter by description for both incidents and request tickets at the same time?

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Resolution

Each search form (which is a list) can only search for a single ticket type. For example "list_in" only searches Incidents, "list_cr" only Requests. A customization is needed to filter multiple ticket types on a single form.