Free Search Predefined Fields

Predefined fields for Free Search are as follows. For details of the correct syntax, see Free Search Syntax Rules.

  • assignedGroup: Group to which the ticket is assigned.

  • assignee: Task handler to whom the ticket is currently assigned or who can accept the ticket.

  • businessDurationExceedsHours: Query results will show all tickets whose business duration is equal or larger than the specified number of hours. To change the definition of business hours, see Customizing SecureChange Operations.

  • createdate: Date the request was submitted

  • closedate: Date that the request was marked as closed, rejected, or cancelled.

  • currentAssignee: User name of the user to whom the ticket is assigned.

  • destinationDomain.name: Domain of objects used in the destination of an access request (for Multi-Domain Interconnected mode only).

  • domain.name: Domain in which the ticket was created (for Multi-Domain Segregated mode only).

  • expirationdate: Expiration date set for the ticket.

    Only closed tickets with unrevoked expiration dates are found.

  • fielddesc: Description field of a user-defined field in the ticket.

  • fieldname: Name of a user-defined field in the ticket.

  • fieldtype: Type of a user-defined field in the ticket.

  • fieldvalue: Value in a user-defined field in the ticket.

  • handler: All open or closed tickets in which the specified user requested a change to this rule, handled at least one workflow step, or is currently assigned to a ticket step .

  • id: Ticket ID number.

  • priority: One of the following values:

    • Critical
    • High
    • Normal
    • Low

  • referringTo: All open or closed tickets that refer to the ticket ID specified in the search.

  • requester: User who submitted the request.

  • sdDomain.name: Domain of a Decommission Network Object request (for Multi-Domain Interconnected mode only).

  • slaoutcome: Indicates whether the ticket met the total service-level handling time. Possible values include:

    • unknown: Configured total handling time has not yet arrived.
    • met: Tickets that were closed before the configured total handling time arrived.
    • overdue: Tickets that were open when the configured total handling time arrived, regardless of whether they are now open or closed.
    • NA: SLA tracking is not enabled for the workflow.

  • slastatus: Ticket's current SLA status. Possible values include:

    • OK (in addition to tickets that have not yet changed status, all closed tickets have this status, even if outcome is Overdue)
    • Warning
    • Alert
    • Escalation
    • NA: SLA tracking is not enabled for the workflow.
  • slaTrackingState: Whether the SLA's progress calculation has been paused. Possible values:
    • Paused
    • Running
    • NA: SLA tracking is not enabled for the workflow.

  • sourceDomain.name: The domain of objects used in the source of an access request (For Multi-Domain Interconnected mode only)

  • status: Ticket (not task) status. Possible values include:

    • in_progress: Ticket is in progress - at least one task is assigned.

    • rejected: Ticket rejected by handler.

    • cancelled: Ticket cancelled by requester.

    • closed: Ticket completed, as verified by requester.

    • resolved: Ticket resolved.

  • stepname: Current step or task of the ticket.

  • subject: Subject entered by the requester.

  • tasksname: Name of the current task when dynamic assignment is used.

  • taskstatus: Task status. Possible values include:

    • waiting_to_be_assigned: Task has been assigned and waiting for user to take ticket.

    • assigned: Task assigned to a user.

    • waiting_for_more_info: Handler has requested additional information from user and is waiting for an answer.

    • done: Ticket contains multiple tasks. At least one task is done and at least one task is still to be completed.

    • invalid: Task cannot be assigned as there is no valid handler. For example, handler deleted or configured to be on Out of office.

    • pending: Task still being calculated.

    • pending_license: Ticket contains targets that are not licensed for SecureChange. The ticket cannot advance in workflows until the license status is resolved.

  • updatedate: Date that the ticket was last modified.

  • workflowname: Name of the specific workflow that the ticket is following.