Where to Find
With the Tickets application selected in the Applications menu, click Search.
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Search Options
The Tickets OminSearch provides several options.
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Enter Customer, Equipment, Email Address, Ticket Title or Ticket ID
Include or exclude closed Tickets - When checked, the search results will include Tickets that meet the specified criteria and whose Closed date is not null. When not checked, the Closed From/To fields (under More Options) are disabled and closed Tickets are not included in the results.
Select a recent or bookmarked equipment (if available)
Click More Options for additional search criteria - The Type and Status drop down menus under More Options now let you select multiple items.
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Search Results
If one Ticket matches the search criteria, you land on that Ticket's individual view.
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For any search resulting in multiple items, you get a list from which to choose. Tabs are provided to selectively view results for each Ticket Class (Customer, Equipment, Email, Global).
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Each results tab (Customer, Equipment, Email or Global) is exportable by clicking the Export link at the bottom right of the grid. Exporting will download the search results into a csv file. The file will contain a header row containing the field names. All pages are exported (not just the visible page). The export is limited to a maximum of 5K records.
Managing/Using the Bookmark and Recent Tickets
The Recent Tickets list populates as you search for and open Tickets. The list defaults to a maximum of five Tickets, but you can adjust this limit as needed. Click the gear icon to display a form for entering the new limit (Recent Tickets).
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You can Bookmark a Recent Ticket by clicking the Bookmark icon (star).
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This moves the Ticket from the Recent list to the Bookmarked list and marks it with a solid yellow star.
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To un-bookmark a Ticket, click the solid yellow Bookmark icon in the Bookmarked list. Un-bookmarking moves the Ticket to the Recent Tickets list.
Clicking Clear clears all recent Tickets from the list.
In addition to bookmarking Recent Tickets, you can also bookmark Tickets via the Ticket page.