Portal User Guide › Using Tickets and the Inbox › Search the Inbox

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Search the Inbox

Besides the basic filtering done by the Inbox menu options, you can search for a ticket that matches a specific query. The search is performed on the tickets in the current table.

The query can include one or more filter statements. Each rule consists of the following fields:

Field

Description

[Column name]

This drop-down box provides a list of possible columns. You can select any column that appears in the drop-down list, even if the column is not currently visible in the Inbox.

Filter functions

The following filtering functions are available:

  • Equal
  • Greater
  • Less
  • Between
  • In
  • Is null
  • Is not null
  • Not equal
  • Like

 

[Item]

Based on the column name, you can select an item from a drop-down list, or enter free text.

For example:

  • If the column name is Status, you can select Pending Action from the drop-down list.
  • If the column name is Owner, you can enter free text.

The Search Ticket window provides two functions:

Add Condition

Allows you to add an additional filter rule to the search criteria. The dependency between the rules is that all the criteria must be met (AND) in order for a record to be located.

Delete

Allows you to delete the filter rule located next to the button.

Note: The search only checks the top-most ticket in each ticket tree within the Inbox.

To search the Inbox

  1. Click Search on the Inbox menu bar.

    The Search Ticket screen opens in a separate browser window.

  2. Create a rule by making selections from the search fields.

    Click Add Condition to add additional rules.

  3. Click OK when you are satisfied with the query you have generated.
  4. If there are tickets that match your filter statements, they appear in the ticket table. The Clear Filter button is added to the Inbox's menu bar.
  5. Click Clear Filter to return to the original filtered (by Inbox menu options) ticket table.