Documentation forWeb Help Desk

Search for a ticket

This section describes how to perform basic and advanced searches, and provides examples of advanced searches. Use this material as it is, or copy and revise it to reflect your organization's practices and Web Help Desk configuration.

Perform a basic search

A basic search locates tickets based on the search criteria you enter in a set of predefined fields.

  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

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.

  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. To save this query so that 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 answer a variety of questions. Examples include:

  • Which tickets assigned to a specific tech have not been updated within the last 10 days?

    A Date condition that includes 0 business days, business hours, business minutes, and so on does not return a result.

  • Which tickets contain the words "network outage" in a client note OR the request details OR the subject?

  • Which tickets assigned to a tech group have a priority of Urgent OR have an escalation level of 2 or higher?