WiscIT - Using the Search Function in Cherwell

This document gives an overview of the search function in Cherwell. The search function in Cherwell can be as complex or simple as needed.

To create a quick search that is not meant to be saved, select "Searching" from the top menu bar and click on "Quick search builder..." to open the Quick Search Window. After creating a Quick Search, the search can be saved by returning to "Searching" from the top menu bar and selecting "Save Current Search As". The window that appears when creating a Quick Search is below.

Quick Search Window

A new search can also be created by opening the Search Manager from the "Searching" selection in the top menu bar. Select a folder to save the new search in (see WiscIT - Folder Explanation in Cherwell if needed) and click the new item icon or right click in the right area of the window and select "New". The window that appears when creating a Saved Search is below.

Saved Search Window

Searches are also the way widgets on dashboards work. They utilize pre-made searches or a custom query can be made. The window that appears when creating a Custom Query is below.

Custom Query Window

The various search windows have most of the same basic components.

Search Toolbar


Search Toolbar

 Name  Icon  Function
 Search Type
  Choose the Business Object associated with the search e.g. Incidents, Change Requests, Tasks.
  • Note: This is only visible in the Quick Search Builder. A new search created in the Search Manager has fields above the tool bar to name the search, write a brief description, and select the Business Object Association. Custom Querys already have their Business Object Association chosen.
 New  Green circle around white plus sign  Add a new clause. Clicking on the icon will make a new Comparison Clause. Clicking on the triangle to the right of the icon will make the Clause drop-down to appear.
 Delete  Red X  Delete the currently selected clause.
 Copy  Copy Symbol  Copy the currently selected clause. The clause is automatically pasted below the currently selected clause.
 Move to Parent
 Left pointing arrow  Moves the currently selected clause to a parent position. Can also use Ctrl+Home.
 Move to Child
 Right pointing arrow  Moves the currently selected clause to a child position. Can also use Ctrl+End.
 Sort Results
 Sort results drop down box  Chooses a field in the selected Business Object to sort by when the search is run.
 Sort in Ascending Order
 Up pointing arrow with lines  Sorts the results of the search in Ascending order (i.e. earliest date to most recent date, A to Z, etc.).
 Sort in Descending Order
 Down pointing arrow with lines  Sorts the results of the search in Descending order (i.e. most recent date to earliest date, Z to A, etc.).
 Sort With Multiple Columns
 Table/Chart icon  Sorts the results of the search by multiple fields in the Business Object. Select a field on the left and double click or click on the right pointing arrow to add it to the Sort Fields area on the right. To remove the field, select the field and click on the left pointing arrow.
  • Note: By default a field is sorted in ascending order. To change the sorting order, click on the blue double ended arrow or double click on the field when it is in the Sort Fields area.
 Search Uses All Words
 Overlapping circles with middle filled in  Inserts an AND to separate the clauses, so the search finds all words entered in the query.
 Search Uses Any Words
 Overlapping circles with everything filled in  Inserts an OR to separate the clauses, so the search finds any words entered in the query.
 Changed  Changed drop down box  Limits the results of the search by how recently the potential results were modified.
  • Note: Additional fields like the this may appear depending on the Business Object, mostly to limit the search results to exclude those with a Closed (or similar) status. Known Business Objects with these additional fields are Change Requests, Discussions, Incidents, ITPT Projects, Knowledge Articles, Outages, Problems, Releases, Requirements, Survey Templates, and Tasks.

Clause Builder: Depending on the most recently added clause, this area will look different.

Comparison Clause area
  • Comparison Clause: This is the most common clause, which compares a field in the main Business Object or related Business Object to another field, value, or function.
    • Left Field Selector: Select a field that is found in the main Business Object. If available, fields in related Business Objects will also be found.
    • Operator: Selects a way to compare the two fields. Some operators are only available for certain fields.
      • Equals: Looks for the two fields to be exactly alike.
      • Not Equal: Exclude the results where the left field equals the right field.
      • Like: Include the results where the left field is similar to the right field. This is only available for text fields. In order for the the comparison to work properly, a search wildcard (%) needs to be used.
      • Not Like: Exclude the results where the left field is similar to the right field and its wildcard.
      • Empty: Includes the results where the field on the left side is empty.
      • Not Empty: Excludes the results where the field on the left side is empty.
      • Greater Than: Includes the results where the field on the left is greater than the right field. Can be used for numerical, date, and text fields.
        • Note: With dates, "Greater Than" means dates after the contents of the field on the left. With text, the "Greater Than" is later in the alphabet.
      • Greater or Equal: See above, but it also includes those results that equal the contents of the field on the left.
      • Less Than: Includes the results where the field on the left is less than the right field. Can be used for numerical, date, and text fields.
        • Note: With dates, "Greater Than" means dates after the contents of the field on the left. With text, the "Greater Than" is later in the alphabet.
      • Less or Equal: See above, but also includes those results that equal the contents of the left field.
      • Contains: A SQL Server Full-Text search is run to find records of the main Business Object that contain the text in the right field. Utilizes the "Search Uses All Words" and "Search Uses Any Words" buttons in the toolbar.
      • Is Member of Team: Use to find out if a particular user is a member of a particular team's ID.
    • Right Field Selector: Select a value to relate to the field selected on the left. Various fields related to the main Business Object will be available.
      • Value: If the possible options for the left field are found in a table, available Values are the first option in the drop-down list.
        • Note: If there are available Values, a small icon will appear to the right of the selector box. Source Selector Icon This will open a Source Selector window with the possible values, e.g. If Incident.Status is on the left, the various Incident Statuses will be in the window. If the options are numerous (like Owned by Team or Owned By), the Source Selector window is a better option with its search function.
      • System Functions: These are placeholders that dynamically add variable information, e.g. Current User's name or Current Date/Time.
      • Prompts: These are display windows that pop up and require additional information from the user before continuing with the search. The prompt can be limited by the possible options by using values from a table or unlimited by using a free text field. Using values from a table leaves less room for human error. This is the best way for a search to have a dynamic date range.
      • Expressions: These interpret a value and produces another value as a result. They can do calculations to produce a dynamic value so a search does not need to be updated as often. Pre-built and custom expressions can be accessed and created from the Expression Manager, which is available by selecting "Browse...".
      • Stored Values: These are named entities that store commonly used information to be accessed and reused from various places. When the Stored Value is changed, all the instances of it in WiscIT are changed as well.
      • Metrics: These are very similar to expressions in that they interpret a value and produce another value. Metrics are different in that they are not updated in real time or as a Business Object using it is refreshed. Therefore, values that are not going to be changing as frequently would be a good candidate for a Metric use.
Grouping Clause area
  • Grouping Clause: A grouping clause is a parent clause that sets if an AND or OR function is to be used with its child clauses.
    • "All of the items in the group must be true": Inserts ANDs between each child clause so all the clauses are used to narrow down results.
    • "At least one of the items in the group must be true": Inserts ORs between each child clause so results that fulfill at least one of the child clauses are shown.
Ownership clause area
  • Ownership Clause: Limits the search by the selected ownership criteria.
    • Owner is: Selects the ownership focus.
      • Current User: Focus is on the currently logged in user, depending on who runs the search.
      • Specific User: Focus is on a specific user, selected from the drop down box that appears to the right of the Owner Is drop down box upon selecting this option.
        • Note: For both of the above options, the search can be expanded to look at results owned by the specified user, owned by the teams the specified user belongs to, or owned by the teams the specified user is a manager of.
      • Specific Team: Focus is on a specific team, selected from the drop down box that appears to the right of the Owner Is drop down box upon selecting this option.
      • Current Customer: Focus is on the customer of the currently open Business Object.
      • Specific Customer: Focus is on a specified customer, selected from the Contact Manager, which is accessed by clicking on the button with an ellipsis that appears to the right of the Owner Is drop down box upon selecting this option.
        • Note: For both of the above options, the search can be expanded to look at results where the customer is the record requestor, a member of the customer workgroup associated with the result, or is the manager of the customer workgroup associated with the result.
      • Specific Customer Workgroup: Focus is on a specific customer workgroup. As of this article's writing, Customer Workgroups are not being used.
Related Clause area
  • Related Clause: Creates a sort of Grouping Clause, but with Business Objects that are related to the main Business Object, e.g. the specific Journals owned by an Incident. After completing the clause, it acts as a Grouping Clause, with other child clauses that can be made below it.
    • Relationship: Choose the relationship between the main Business Object and the secondary Business Object.
      • Note: A "link" between the two Business Objects indicates the relationship between the two objects is "mutual", e.g. an Incident can be linked a Problem and a Problem can be linked to an Incident. "Ownership" implies the main Business Object has a one-way relationship with the secondary Business Object, e.g. an Incident can "own" a Journal, but a Journal cannot "own" an Incident.
    • Contains: Specifies the value of the related Business Object, e.g. All Journals, at least 1 Journal, exactly [#] Journal, etc.
  • Queue Clause: Clause that finds all records that exist or do not exist on Queues. As of the writing of this article, DoIT does not actively utilize Queues.
Search View: This area shows all of the clauses that have been added to a search and how the clauses interact with each other.
  • Upward pointing arrow Move Clause Up: Moves the selected clause up one place in the search. If certain clauses need to interact in a specific way, using this button, the below button, and the Move to Parent/Child buttons allows the clauses to move.
  • Downward pointing arrow Move Clause Down: Moves the selected clause down one place in the search.
Click OK to close the window and run the search (if using a Quick Search) or save the search/query (if using the Search Manager or Custom Query Builder).

In the event that a search does not run as expected, a saved search can be changed in the Search Manager by right clicking on the search and selecting Edit. A Quick Search can be changed by clicking on "Searching" in the main menu bar and selecting "Edit current search...". A Custom Query can only be changed by editing the Widget or Metric first, then opening the Custom Query builder.

Results can be further filtered without actually editing the search by clicking on the little filter symbol that appears when hovering over a column header. Check the options that should be included. When using these other filters, another bar appears at the bottom of the window. The most recently added filter is seen on the left, with buttons on the far right. Past filters can be seen and deleted by clicking on the small triangle to the right of the recent filter.
  • Filter symbol with green plus sign Add Filter to Current Query: Adds the recently added filter to the query so it appears when the search is edited. This does not save the new filter as part of the search.
  • Filter icon with green pencil Add Filter and Edit Current Query: Adds the recently added filter to the query and opens the search builder for further edits.
  • Filter icon and floppy disk/save icon Add and Save Filter: Adds the recently added filter to the query and saves the search. If the search was built with the Quick Search Builder, a window like the one that appears when making a search with the Search Manager will appear to name and describe the search, as well as specify the Scope (see WiscIT - Folder Explanation in Cherwell if needed).
Exporting Search Results

The search results in Cherwell can be exported to a number of formats, including .csv format that can be opened in Microsoft Excel. To export the results, follow the steps below.
  1. Open the Search Manager (Click "Searching" and then "Search Manager")
  2. Select the Association needed for the search (click the down arrow to see the available selections).
    1. Use "Legacy Ticket" for tickets created before August 4, 2014.
    2. Use "Incident" for tickets created after August 4, 2014.
    • Note: Click on the Global Folder and select the "Learn@UW Legacy Ticket Search" for Legacy Tickets
    • Note: The Incident search is in the DoIT Non-Report Searches Folder within the Global Folder
  3. Run the search by giving the desired date range.
  4. Export the results by clicking "File" and then selecting "Export Grid"
  5. Select the desired fields to export, depending on what's needed.
  6. Save the file
    • Select the desired folder by clicking Browse and finding the correct folder
    • Select the .csv format in order to open it with Excel
    • Enter a file name



Keywords:Manager, Query, Custom, Quick, Widget, Date, Range, Prompt, Clause, Sort, Filter, Like, searching, export, results, Excel, csv   Doc ID:46175
Owner:Chris G.Group:WiscIT - Wisconsin IT Service Manager
Created:2015-01-13 13:56 CDTUpdated:2015-05-22 13:47 CDT
Sites:DoIT Help Desk, WiscIT - Wisconsin IT Service Manager
Feedback:  3   0