ServiceDesk

This project is offered as an alternative to the builtin ServiceDesk Ticket Search function.

The primary difference being the ability to search the Ticket Description.

The following examples explain further:

• Number search:

• Title search:

• Description search:

         NOTE: The searched text is enclosed in braces, this signifies that the Description contains a match.

One can expect this project to perform slower than the builtin ServiceDesk Search function.

-- The following index is recommend by the Database Tuning Advisor (Estimated improvement: 46%)

/*
CREATE NONCLUSTERED INDEX [_dta_index_ReportProcess_Search] ON [dbo].[ReportProcess] 
(
	[SessionID] ASC
)
INCLUDE ( [ProcessStarted],
[ReportProcessID],
[Description],
[ProcessTitle]) WITH (SORT_IN_TEMPDB = OFF, IGNORE_DUP_KEY = OFF, DROP_EXISTING = OFF, ONLINE = OFF) ON [PRIMARY]
*/




-- Search Ticket SQL source

IF (exists (select * from INFORMATION_SCHEMA.TABLES WHERE TABLE_SCHEMA = 'dbo' AND  TABLE_NAME = 'CmRelatedProcess'))
    BEGIN
	with reference ( sessionID, processID ) as
	    (
		select rpr.ChildProcessID, rp.ReportProcessID
		from ReportProcessRelationship rpr with (NOLOCK)
		join ReportProcess rp with (NOLOCK) on rp.SessionID = rpr.ParentProcessID
		join CmRelatedProcess crp  with (NOLOCK) on crp.ProcessRelationshipId = rpr.ReportProcessRelationshipID
	    )
	    select rp.ReportProcessID + ISNULL('=>' + reference.processID, '') as [ReportProcessID], rp.ProcessStarted,
	case
	    when rp.Description like '%' + nullif(@description, '') + '%'
	    then
		'{ ' + @description + ' } ' + rp.ProcessTitle
	    else
		rp.ProcessTitle
	end as [ProcessTitle],
	rp.SessionID
	from ReportProcess rp with (NOLOCK)
	left outer join reference on reference.sessionID = rp.SessionID
	where rp.ReportProcessID like '%' + nullif(@ticket, '') + '%'
	or rp.ProcessTitle like '%' + nullif(@title, '') + '%'
	or rp.Description like '%' + nullif(@description, '') + '%'
    END
ELSE
    with reference ( sessionID, processID ) as
	(
	    select rpr.ChildProcessID, rp.ReportProcessID
	    from ReportProcessRelationship rpr with (NOLOCK)
	    join ReportProcess rp with (NOLOCK) on rp.SessionID = rpr.ParentProcessID
	)
    select rp.ReportProcessID + ISNULL('=>' + reference.processID, '') as [ReportProcessID], rp.ProcessStarted,
    case
	when rp.Description like '%' + nullif(@description, '') + '%'
	then
	    '{ ' + @description + ' } ' + rp.ProcessTitle
	else
	    rp.ProcessTitle
    end as [ProcessTitle],
    rp.SessionID
    from ReportProcess rp with (NOLOCK)
    left outer join reference on reference.sessionID = rp.SessionID
    where rp.ReportProcessID like '%' + nullif(@ticket, '') + '%'
    or rp.ProcessTitle like '%' + nullif(@title, '') + '%'
    or rp.Description like '%' + nullif(@description, '') + '%'