Searching a Ticket
Follow the procedure below to search a ticket:
- Go to CASES tab.
- 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.Settings Guidelines Time Range Select the tickets from any the last number of days, hours or minutes or select a range of dates from the Calendar. State Select the state of the ticket from the drop-down - New, Assigned, Closed, In Progress or Reopened. Elapsed Select the time elapsed since the ticket was created. Assignee Select the assignee of the ticket. Creator Select the creator of the ticket. Priority Select the priority of the ticket - High, Medium or Low. Organization Select the Organization - Super/local Ticket Id Enter the Id of the ticket generated by the incident. Summary Enter any known information included in the Ticket Summary. - 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.