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How to search and sort users, Service Desk tickets, and Organizations

Release Time
07/12/2017
Views
1590 times
Category
Service Desk
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Service Desk has been enhanced with new features for searching the users, tickets as well as the organization.

Firstly for entering the Service Desk, Go to Applications --> Service Desk

For Searching the users in Service Desk,

Step [1]: You can search the particular user by using Search Field available on the top right corner of the service desk. Service Desk will automatically search the list as you are typing and list 10 items by default. You can also search the users by providing the following information such as email, name, phone, notes, organization or custom fields. All these information can be inserted by importing the CSV file on import users section.

For Example,

You can search the user by providing phone number as below

To Sort the users based on last activity

Step[1]: "Last Ticket Update" shows latest update date and time from the user's ticket.

By default, users are sorted based on last ticket update time and you can sort users by clicking respective column headers.

For Searching the tickets in Service Desk,

Step [1]: We can use Advanced Search Button that navigates to the Advanced Ticket Search page searching the detailed description for a particular ticket.

It has the various options for searching the ticket such as keyword, organization, Org.type, Status, Dept, Assigned To, Closed By, Help Topic, Generated By, Source, Priority Level, Asset Type, Category.

 

Keyword: It is used to identify the particular ticket.

Organization: It will display all the organization that is linked to the C1 account. By default, it is selected with any organization as an option.

Org.Type: The organization can be further classified into Managed and Non-Managed as type. It shows All Types as a default option.

Status: Depending upon the ticket the status varies as open, answered, overdue, closed and paused.In general, it is selected with any status as an option.

Department: The department is further classified as Maintenance, Sales, and Support.By default, it selected and displays all department.

Assigned to: This field displays the name of staff members, teams involved in the C1 account.In general, the option is selected as Anyone.

Closed By: It displays the staff members who are involved in the C1 account.

Help Topic: It is further categorized into Asset Issue, Reports a Problem, Feedback, Printer a Problem.Based upon the search we can set the help topic.

Generated by: It displays the ticket based upon automated and user generated by enabling the radio Button.

Priority Level: This can be searched based upon the ticket status as low, normal, high and critical.

Asset Type: Depending on the asset, the asset type can be searched as a Hard disk, Mobile, Other, Printer, Router, Server and Work Station.

Category: It can be select as Alert, Order, and Problem depending on the ticket details.

Date From and Date To: This option is used to separate the tickets based on the limit as the date.

Source: It can be selected as Phone, Email, Other, API and web by using the check box Button.

To sort ticket in the service desk

The technician can sort tickets by simply clicking appropriate customized column headers. It will be sorted in either numerical or alphabetical order. Also sorting possible in both ascending and descending order.

Step[1]: Sorting based on default columns

 

1)Go to "Tickets" menu> Select Ticket Category such as Answered, Assigned, Unassigned, Overdue, Closed and Paused. For example, consider "Open Tickets ".

2)The Tickets can be sorted by clicking the sorting icon in the top of the each column header.

i.Tickets - Ticket column refers ticket numbers. It will sort the tickets by numerical order.

ii.Last Update Dates - Last Update Dates shows the date and time at which the ticket is created.

It will sort the ticket by date and time and grouped into three categories such as Tickets with no SLA definitions, tickets with Default SLA definitions and tickets with SLA definition.

iii.Subject -Subject has a summary of the ticket, It will sort based on alphabetical order.

iv.From - It lists the name of the user that raised the tickets. It will sort the tickets by alphabetical order.

v.Priority -Priority defines the level has three criteria Normal, Critical and high. It will sort the tickets in alphabetical order.

vi.Device Name -Device Name refers the name of the devices from which the tickets were created. It will sort the tickets based on the alphabetical order.

vii.Assigned to -Tickets will be assigned to the staff member for processing.Thus the name of the staff will be displayed here and sort the tickets by alphabetical order.

viii. Organization -The name of the user's organization who has raised the ticket.And It will sort the tickets based on alphabetical order.

Step[2]: Customise column headers

Click " Customise Columns" menu, After selecting Customise Columns and click "save" button.To Add the columns section to perform sorting.

Step[3]: Sorting based on customizing columns.

i.Due Date - The date and time of the tickets to close identified in it.

ii. Help Topic - It will list all the reported issues and feedback of the tickets to resolve.

iii.Source - The source can be identified through which we received for the tickets. The categories will be Phone, Email and Other.

iv.Status - It indicates the tickets are approved by the administrator or not.

v. Over Due- Any tickets are crossed the due dates that can be identified in this column.

vi. Answered - response of the ticket will be categorized in this column.

vii. Asset - Asset can be based on the issues mentioned in tickets.

viii.Category - The category defines the level has three criteria Alert, Problem and Order.

ix.SUB Category - It will define the category information for the tickets.

Note: The customize columns are sorted by alphabetical order.

For Searching the Organizations in Service Desk,

Step [1]: You can search the particular organization by using Search Field which is available on the top corner of the service desk. At the same time, we can able to list the records of the user about 10 as a default.