Keyword & Advanced Search

Keyword Search Guidelines

1. Entering a keyword in the search field will search for results in the subject or comments of the ticket.
2. Enter the ticket number (for example: 63886) in the search field to find a specific ticket.
3. Enclose phrases in quotes (for example: “add fields”) to find exact phrases.

Advanced Search Guidelines

In addition to Keyword and Status search, you can search by a specific data property or combination of properties using operators and search terms.

Property

A data category available for search including the following:

Requester		user that submitted the original ticket
Priority		urgency level currently assigned to the case
Assignee		assigned agent
Group		internal group managing the case
Status		current status

Operators

Characters used to focus your search

Double quotes	"search term"	used to search for an exact phrase
Minus sign	-"search term"	used to exclude search criteria

Search Terms

A word or combination of words identifying the criteria being searched.

Requester		any first name, last name, or both (enclosed in double quotes)
Priority		urgent, high, normal, low (enclosed in double quotes)
Assignee		any first name, last name or both (enclosed in double quotes)
Group		any group name (enclosed in double quotes)

Examples of Advanced Searches

An example of a single property search:

Property		Requester
Operator		"             " (double quotes)
Example Search Syntax		Requester:”Beth Matthews”
Result		Searches for tickets requested by Beth Matthews

An example of a multiple property, multiple operator search:

Properties		Assignee and Priority
Operators		"             " (double quotes) and - (minus sign)
Example Search Syntax		Assignee:”Debra Thompson” -Priority:”Low”
Result		Searches for tickets assigned to Debra Thompson excluding tickets with a low priority

Hints

Do's

Enclose your search term(s) in double quotes

Include a space between multiple properties

Dont's

Do not include any spaces between the Property and the search term

Do not include a space between an Operator and a search term