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

  1. On the top toolbar, click Tickets.
  2. On the second toolbar, click Search Tickets.
  3. Enter values in one or more fields to define the search criteria.

  4. 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

  1. On the top toolbar, click Tickets.
  2. On the second toolbar, click Search Tickets.
  3. Click the Advanced Search tab.
  4. 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.

  5. Save this query so you can run it again.
    1. Enter a name in the Save Query as field.
    2. Select Shared to make the query available to other techs.
    3. Click Save.
  6. 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.