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Is it possible to connect the "Search" capability to the Service Manager data warehouse?

We currently 'archive' tickets at three months and rely on old data heavily.   Would it be possible to point the 'search' function in Service Portal, to the data warehouse so that we are actually searching ALL Service Manager content, versus what is only available in Service Portal?
20 votes

Submitted · Last Updated

Comments

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    @Jason_Meyer - This is a good idea!  You could add the DW database as a source for a SQL table widget.  If you left a query pretty broad and include replacement tokens, you could use a table widget like a dynamic search.
  • Tom_HendricksTom_Hendricks Customer Super IT Monkey ✭✭✭✭✭
    Great suggestion--I was about to make it, myself!

    I received a bug ticket from an unhappy user about the lack of this, over the weekend.  Sending them to a separate SSRS server to use canned reports is not what I would call an "elegant" solution for them.

    This seems like low-hanging fruit to me.
  • Ben_NelsonBen_Nelson Customer Adept IT Monkey ✭✭
    This would be awesome, especially if it is an option in search.  A toggle button to include archive in your search.
  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    edited February 2018
    Second! err.. Fourth!

    Regardless of an organization's Work Item retention policy, having to always explain to folks that "It's different for Incidents than it is for Service Requests, Problems, and Changes." That's just a lot of small nuances to memorize/keep handy to understand if the portal/console can be used or you need to run to an SSRS report. Not to mention, I don't think that the target audience for reports is analysts but instead management. If you're moving through SCSM as analyst, running a report "some times" is just a weird experience since it's not part of their daily workflow/processes. Hooking up the portal search to the DW would only stand to make SCSM more approachable and useful for the people it's meant to serve - analysts.
  • Mikkel_MadsenMikkel_Madsen Customer Advanced IT Monkey ✭✭✭

    It would be nice :)

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