Searching a Ticket

Follow the procedure below to search a ticket:

  1. Go to CASES tab.
  2. Click the Add Filter search field to select any known filter from the drop-down with reference to the table below.
    Based on the selection, new fields appear including the condition and value fields.

    SettingsGuidelines
    Time RangeSelect the tickets from any the last number of days, hours or minutes or select a range of dates from the Calendar.
    StateSelect the state of the ticket from the drop-down - New, Assigned, Closed, In Progress or Reopened.
    ElapsedSelect the time elapsed since the ticket was created.
    AssigneeSelect the assignee of the ticket.
    CreatorSelect the creator of the ticket.
    PrioritySelect the priority of the ticket - High, Medium or Low.
    OrganizationSelect the Organization - Super/local
    Ticket IdEnter the Id of the ticket generated by the incident.
    SummaryEnter any known information included in the Ticket Summary.

  3. Select the check mark to display the results.
    The results are displayed in the table. Select any ticket to display the Detail and Action History in the lower pane.