We have few clients using their nick names at work and people do not know them by their first names. We had updated the user profile and place Nick name in the First Name field.
But from time to time, we need to open the incident or service request for them. We tried many changes including adding Alias in the Global Search but it did not work. We had found out from BMC support that the search for the client id field is hard-coded and suggested to open an idea.
Actually, this can be extended to search client using other fields such as work location, phone number, department, etc.
If you are also interested in this idea, please vote. Thank you.