How do I enable Elastic Search for the Help Desk object?

Elastic search is used for the Next Gen Help Desk request list and is enabled in the Sales Offering.

Enable Elastic Search

1. Navigate to Setup and Maintenance.
2. Click the Tasks icon.
3. Click Search.
4. Enter the task name Configure Adaptive Search.
5. Click Search.
6. Click the Configure Adaptive Search task link.
7. On the Configure Adaptive Search page, select the Setup tab.
8. In the Service section, click the checkbox to enable either the HR Help Desk Request object, or the Internal Service Request object.
9. From the Actions menu, select Publish.
10. Click both HR Help Desk Request and Case.
11. Click Proceed with Publish.
12. Click Publish.
13. Click OK on the warning message.
14. Select the Monitor tab.
15. Click Start Process to start the Elastic Search indexing.
    Note: This job will continue to run in the background. It's initially very common for there to be errors. Start the process again until you see a Wait status. As long as the job is running, you won't see REST API errors from this search in Help Desk.
16. Verify that you see the job in WAIT status.

Enable Group By (Optional)

While you're in the Configure Adaptive Search task you might want to consider enabling Group By so your agents can view requests by groupings on the List page. For example group by New requests. To enable Group By do the following:

1. If you're not already in the Configure Adaptive Search task from the previous procedure:
2. Navigate to Setup and Maintenance.
3. Click the Tasks icon.
4. Click Search.
5. Enter the task name Configure Adaptive Search.
6. Click Search.
7. Click the Configure Adaptive Search task link.
8. On the Configure Adaptive Search page, select the Configure UItab.
9. Enter either HR Help Desk Request or Internal Service Request in the Find Objectsfield.
10. Click the Search icon.
11. In the Enable for Group By column, select the fields you want to enable for grouping.
12. Click Save and Close.
13. Navigate to the Configure Adaptive Search task.
14. Click the Parameters tab.
15. If the Enable Group By parameter Current Value is N, then click Edit and change it to Y.
16. If you've made a change, click Save then navigate back to the Configure Adaptive Search task.
17. Click the Setup tab.
18. From the Actions menu, select Full Publish.
19. Click Publish on the message.
20. Select the Monitor tab.
21. Click Start Process to start the Elastic Search indexing.
    Note: This job will continue to run in the background. It's initially very common for there to be errors. Start the process again until you see a Wait status. As long as the job is running, you won't see REST API errors from this search in Help Desk.
22. Verify that you see the job in WAIT status.