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Filtering Tickets

Service Desk > Operations > Tickets

There are multiple ways of filtering the rows displayed in the Tickets table. All methods of filtering can be combined at any time. Clicking Reset removes all filtering.

Service Desk Selection

The tickets displayed in the Tickets table depend on the Service Desk you select at the top of the table.

Note: Custom columns are defined by service desk and display only if you select the service desk they were defined for. Custom fields can be selected like any other column, sorted on and used to filter items.

Searching for Tickets

Enter a search string in the Search edit box. Only rows containing the search string in the Summary, Description or Notes fields are displayed. You can also use the Goto action button to search for a ticket by ticket ID.

Column Filtering

Click the column drop-down arrow Word 60% / HTML 100% to enter a filter value for that column. For example enter NS to find all rows that start with NS in that column. Enter NS%2 to find all rows that start with NS and end with 2 in that column. You can filter by multiple column filters if you like.

Named Filters

Named filters are "fixed" combinations of filtering criteria, based on many of the columns you see in the table. They are selected using the View drop-down list. Named filters are created, edited, saved, shared and deleted by users. Additional options include:

  • This field can be a column filter - This extra checkbox displays for many of the filter columns shown in the Edit a Filter dialog.
    • If checked, the filter selections you've defined for that column can be changed dynamically within the table, just like any other column not specified by the named filter.
    • If blank, the filter selections you've defined for that column cannot be modified in the table. The column filter option doesn't display for this column in the table, preventing you from making any changes to it. Leaving this checkbox blank reduces confusion, since you can be confident that the named filter settings have not been modified by any additional column filtering you may have performed.
  • Similar to/Like - The text entered occurs anywhere within the target cell. Entering wild card characters is not necessary. For example, filtering a column by text that contains age will display records with the following cell values: age, agent, storage, etc.
  • Not Like/Is Not Assigned - The text entered occurs nowhere within the target cell.
  • Assignees and Pools - Filtering by assignee includes all pools an assignee is a member of. Filtering by Any Assignee shows all tickets assigned to either an assignee or pool. Filtering by No Assignee shows unassigned tickets.
  • Sharing - See Sharing User-Owned Objects.

Named Filters and Service Desk Selection

  • If you have a named filter that specifies a service desk, then the service desk for that filter is selected in the service desk drop-down list.
  • If you have a named filter that does not specify a service desk, then the named filter still applies when you switch service desks using the drop-down list.
  • If you have a named filter that specifies a service desk, and then you change the service desk in the service desk drop-down list, the other filter criteria for that named filter still apply, but the View combo box shows No Filter.