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How to configure ticket filters in Service Desk

Release Time
06/26/2017
Views
888 times
Categories
Service Desk
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Click 'Admin Panel' > 'Manage' > 'Ticket Filters'

  • Ticket filters are rules which implement specific actions on tickets if certain criteria are met.
     
  • Actions include routing tickets to a specific department/admin/staff member, sending an auto-response, closing/rejecting a ticket, changing the ticket owner, and more.
     
  • Once saved and made active, the filter is applied to all new tickets received by your organization.
     
  • You can create multiple filters and prioritize them with the 'execution order' setting. Filters with a higher execution order take precedence in the event of a conflict.

Examples:

  1. Identify tickets with device names starting with 'Desktop'. Change the users on those tickets to a specific user. For example, to the network admin.
     
  2. Assign tickets that were auto-created by Endpoint Manager to a specific staff member.

Click the links below for help with each aspect of ticket filters:

The ticket filters interface

  • Login to ITarian
     
  • Click 'Applications' > 'Service Desk'
     
  • Open the 'Admin Panel' (see the last link on the left)
     
  • Click 'Manage' > 'Ticket Filters'


 

  • Name - The label of the ticket filter
     
  • Status - Whether the filter is enabled or disabled
     
  • Order - The priority that the filter is executed
     
  • Rules - The number of rules in the filter
     
  • Target - The channel over which the ticket is received.  You can select ‘Any’, or pick a specific channel like ‘Email’, ‘Web’ or ‘API’.
     
  • Date Added - Date and time the filter was created
     
  • Last Updated - Date and time the filter was most recently edited.

Create a new filter

  • Open the 'Admin Panel' (See the last link on the left)
     
  • Click 'Manage' > 'Ticket Filters'
     
  • Click 'Add New Filter'


The new filter form contains the following sections:

Category information

  • Filter Name: Enter a unique label for the filter. The name should identify the purpose of the filter.
     
  • Execution Order: The priority of the filter. The lower the number, the higher the priority.
     
    • Filters are prioritized according to their execution order. If a ticket meets the conditions of multiple filters, and these conditions conflict with each other, then the filter with the higher execution order is implemented.
       
    • Stop processing further on match! - Service Desk will apply the actions in this filter when it finds a ticket which meets its conditions, then ignore any other filters which match the ticket.

For example, say you have two filters which state different actions for tickets received from ‘example@example.com’:

Filter A - IF user / email address EQUALS ‘example@example.com’, THEN assign to ‘Maintenance’ dept. Execution order = 1

Filter B - IF user / email address EQUALS ‘example@example.com’, THEN send ‘Canned response’. Execution order = 2

Actions are applied in this order to the tickets received from 'example@example.com':

1. The ticket is assigned to 'Maintenance' dept

2. A canned response is sent

If 'Stop processing further on match!' is enabled in filter A then the ticket is assigned to maintenance, but the canned response is not sent.

  • Filter Status: Select whether you want the filter to be active or inactive by default. You can change the filter status at anytime using the 'Enable'/'Disable' buttons in the ticket filter screen. See Activate / deactivate filters for help with this.
     
  • Target Channel: The method by which you received the ticket. For example, over email, via the service desk support website, over the phone, or auto-generated by Endpoint Manager. Service Desk will only apply the rule to tickets received over this channel.

Filter rules

  • Each rule has a search condition and a search criteria.
     
  • You can add multiple rules to a filter, and choose to apply the filter if all rules are met, or if any one of the rules is met.

    Match All – Applies the filter if every rule is met

    Match Any – Applies the filter if any single rule is met

Add rules

  • Click 'Add New Rule' on the left

  • Define a search rule in the following format:

    <Search Parameter> <operator> <Search Criteria>
     
  • Choose the search parameter from the first drop-down. For example, you can search for tickets from specific email addresses or domains, or by their priority level or category.
     
  • Select the operator from the second drop-down (Equal, Not Equal, Starts With, etc)
     
  • Type the search criteria in the text field. What you type here depends on the search parameter you picked in the first drop-down. For example, it could be an email address, customer name, user, ticket category etc.
     
  • The rule in the following screenshot will catch all tickets which contain a 'Device Name' that starts with 'DESKTOP':



 

  • Repeat the process to add more rules to the filter

Filter actions

Actions are the processes you want to implement when a ticket meets the conditions of the filter.


The available actions are:

  • Reject Ticket: The ticket is not accepted and not added to Service Desk. Your support team will not work on it.
     
  • Reply-To Email: An automatic response is sent to the email address from which the ticket was generated. This applies only if the ticket source is 'Email'.
     
  • Ticket auto-response: If selected, auto-response mails are disabled. The setting here overrides the auto-response settings of the department to which the ticket is assigned.
     
    • See this wiki to read more about auto-response settings
       
  • Canned Response: Automatically send a preset reply to the user.
     
    • See this wiki to read more about canned responses 
       
  • Department: Assign the ticket to a particular department.
     
  • Priority: Assign a certain priority level to the ticket. The options are Low, Normal, High and Critical.
     
    • See this page to read more about priority levels.
       
  • SLA Plan: Apply a preset service level agreement to the ticket.
     
  • Auto Close: Closes the ticket. The status of the ticket changes to 'Closed' in the 'Tickets' interface.
     
  • Auto Change User: Set the ticket owner to a specific user. All further correspondence will be with the new user.
     
  • Auto-assign To: Assign the ticket to a selected member of staff or admin.
     
  • Category: Place the ticket into a particular category.
     
    • See this wiki to read more on ticket categories 

Admin notes

  • Add any comments you have about the filter.
     
  • Click the 'Add Filter' button at the bottom to save your new filter.

Activate / Deactivate a filter

You can enable or disable a filter at anytime from the 'Ticket Filters' interface

  • Open the 'Admin Panel' (See the last link on the left)
     
  • Click 'Manage' > 'Ticket Filters'
     
  • Select the filters
     
  • Use the 'Enable' or 'Disable' links at the top to switch the  filter between 'Active' and 'Inactive' states


 

  • Click 'Yes, Do it!' to confirm your selection

Edit a filter

  • Open the 'Admin Panel' (See the last link on the left)
     
  • Click 'Manage' > 'Ticket Filters'
     
  • Click on a ticket filter name in the list.

The 'Update Filter' screen lets you edit the filter configuration as required. The update procedure is same as explained above.

Remove a filter

  • Open the 'Admin Panel' (See the last link on the left)
     
  • Click 'Manage' > 'Ticket Filters'
     
  • Select the check box beside the ticket filters that you want to remove
     
  • Click the 'Delete' link at the top


 

  • Click 'Yes, Do it!' to confirm removal