Hey ​@MGeorge 900973 cvusd, hopefully some Districts will be able to chime in on this one.

I’m looking at your current layout and wanted to get some feedback on how this workflow currently looks on your end. Would the search terms be in the ticket description, an agent reply, or would this be a term that the requestor would provide at ticket creation?

Workflow Example: Would you need to be able to find all tickets that used the word ‘wheel” anywhere in the ticket or are you looking for a different workflow?

Hi ​@JustinRaynor_iiQ,
Until yesterday, I have not had a PRA request that requested documentation from tickets.  I use Google Vault for most PRA requests and use this to search ticket: https://support.google.com/vault/answer/2474474?hl=en&visit_id=638944979373833648-1756079430&p=vault_search_operators&rd=1

For search terms it would be best if it searched all fields in tickets.

Workflow Example: Yes, it would need to be able to find all tickets that use the words or phrases anywhere in the ticket: “wheel bearings” OR “tire casing” OR “camshaft” OR etc.

Thank you for the clarification ​@MGeorge 900973 cvusd,

In that regard, there currently isn’t a conducive workflow for this. You would be able to utilize the Global Search to narrow down the selection of tickets by a keyword, but there’s not a way to currently filter by that keyword so the ticket review would have to be on an individual level. On a the individual ticket level, you would then be able to apply a ticket tag and then be able to filter on that tag, but I understand this process would be very time-consuming.

We do have an Idea Exchange out there to incorporate a filter based on Global Search results and I would recommend upvoting that and sharing your feedback on how this feature request would help your district:

https://community.incidentiq.com/ideas/make%2Dquick%2Dfilter%2Davailable%2Din%2Dglobal%2Dsearch%2D4150

Hopefully, this information helps and we’ll see if other Districts have seen this request and have some solutions for you!