Unable to find the customer name/location details in additional search section.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Customer using these below queries in scoreboard to list tickets based on customer name , customer location. 
Under the additional search section, Unable to find the details of customer name/location. 

Query Customer name : customer = U\'F4C2A60100EA154695D233F90ABFFD21\' AND type=\'I\' and active=1
Additional Search Arguments:  (type='I')

Query Customer location : customer.location = U\'49FFBF6B3273E648BE643B0B54994539\' and not status in (\'OP\' ,\'WIP\') and type=\'I\' and active=1

Environment

Release: CA Servicedesk Manager 17.4.X

Resolution

The issue here is that the fields used with UUID are matching fields that are in the form that are marked as hidden, the search form fields in the  examples are: "QBE.EQ.customer" and "QBE.EQ.customer.location", these fields are meant to be as hidden helper fields for the lookup fields.

The helper fields are required to uniquely identify an object picked from lookup. The UI is unable to lookup the UUID, pick the field information and fill it in. The search filter, when using the UI will always fill in the "Field itself" with the text and the "hidden field" with the UUID. If we force the hidden fields to not be ignored, and keep them in the "Additional Search Arguments" the outcome would be undesired, as seen in the screenshot:

If there is a  need to use UUIDs and this is why we have scope in  using them, However  there is always limitation/short coming with each approach. 

Please balance the Pros/Cons with each approach and decide how you want to proceed. You are more than welcome to customize std_list.js file in "function searchFilterInitFilter()" and adjust it to match your needs.

Additional Information

https://community.broadcom.com/idea/customer-location-in-stored-query