Search for a Web Help Desk ticket
You can search for a Web Help Desk ticket using a basic or advanced search.
A basic search locates tickets based on the search criteria you enter in a set of predefined fields. An advanced search locates tickets based on any number of search criteria you enter. The search criteria are a set of conditions that must be met.
An advanced search may return results that do not populate in a basic search, even if you use the same query.
Perform a basic search
- On the top toolbar, click Tickets.
- On the second toolbar, click Search Tickets.
- Enter values in one or more fields to define the search criteria.
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Click Search to display a list of tickets that match your criteria.
When you locate a ticket, you can update it as needed.
Perform an advanced search
- On the top toolbar, click Tickets.
- On the second toolbar, click Search Tickets.
- Click the Advanced Search tab.
- Specify the conditions that the ticket must meet, starting from the left and continuing to the right. Click + in the ALL or ANY section to add additional conditions.
- Every condition specified in the ALL group must be met for a ticket to be found. These conditions are evaluated with a Boolean AND operator.
- At least one condition specified in the ANY group must be met for a ticket to be found. These conditions are evaluated with a Boolean OR operator.
Enter conditions in either or both groups. See the following section for examples of advanced searches.
- Save this query so you can run it again.
- Enter a name in the Save Query as field.
- Select Shared to make the query available to other techs.
- Click Save.
- Click Search to run the query.
Advanced search examples
Advanced searches can help you answer a variety of questions.
The following search example locates tickets assigned to a specific tech that have not been updated within the last ten days.
A Date condition that includes 0 business days, business hours, business minutes, and so on does not return a result.
The following example locates tickets containing "network outage" in a client note, request details, or subject.
The following example locates tickets assigned to a tech group with an Urgent priority on escalation level of two or higher.