Currently using Service Desk for user call in only in a university setting.  The submitter field has been changed to read "Opened by", this populates the person who is "creating" the ticket. OK.. fine no worries here.  Have a custom field (#9) with tag of "Requester" to reflect the person the work is being done for....the "field type" for this is set to "user" - no select values and default is unassigned.

When attempting to do an advanced search in the tickets tab, from the admin console on the "requester" field I get no results. I can search on other fields an get results, but not this one.




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Are you running 5.4? There are some issues on the Helpdesk side that you might need a bug update for. You can get it from support and see if that addresses your issue. Other then that you should be able to search without issue. 

Answered 02/05/2013 by: nshah
Red Belt

  • Yes 5.4. I have had 5 patches installed since updating.
  • I can search on any other field, but the "Requester" returns no results. Strange. Maybe ticket is warranted.
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I've had this issue when I was searching by legal name rather than AD username. For example If I am looking to see which machine John Smith is on, I have to be sure to type John.Smith because that is his actual active directory username. From my experience the Helpdesk Inventory search bar is quite picky.

Answered 02/08/2013 by: IT_youT
White Belt

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