We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.
We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.
Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field).
This idea is similar to an older idea that got marked as a duplicate and added to an idea about searches that did not actually address the issue.
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@RickPummel Thank you for submitting your question to our community!
So, I tested this today, and I can see where you are coming from, but I'm not sure what the exact issue is. In this example I searched battery and had multiple tickets pop up that had battery in it. What else are you looking for?
@Kathryn Carter , it looks like what you did was a search, not a filter. What I am asking for is an improvement to the filter tool, per my reasoning below.
If you look at your search example, the results are from multiple buildings and are in no discernable order. Results like that are, honestly, pretty useless to us. It’s the old proverbial “needle in a haystack”.
Over the past 2 ½ years, we have accumulated over 15,000 tickets across 20+ locations. In a couple more years, maybe we’ll reach 30K+ tickets. In this environment, it is nearly impossible to find a specific ticket with only a keyword and unsorted results.
A filter on a ticket view allows us to employ multiple criteria such as a location, a date range, etc. It also allows us to sort the results, which really helps.
The recent “improvements” to the search tool seem to have gone in the direction of being more general in nature, providing more results. This is opposed to the filter tool which is more specific, providing fewer, more relevant results. The ticket filter tool could get us exactly the results we need if only we could add filters for words in the Subject and Issue Description fields.
I hear lots of grumbling in our office nearly every day about the difficulty in locating old tickets, and I have a hard time imagining that we are your only customer with that frustration. I bet if you were to take a poll of the customers who spend a lot of time managing tickets, there would be significant support for this idea. I think many people are just resigned to how things are and can’t afford to take the time to ask for improvements. I confess I am about to the point of discouragement myself and am about to just drop the whole thing and keep my eyes open for a better ticketing system, one that allows a person to easily leverage the big pot of accumulated data.
I hope this provides some clarity on the need?
Thank you for this insight @RickPummel I will go and reopen the idea.
We have an automated system that submits a ticket for “New Staff:”. This is found in the subject field. I would like to build a view of just these tickets, but I cannot as I am unable to filter by subject. Please consider this feature.
Thank you for your feedback @PMurray 328b4 pps
I will say if it has a specific issue type, you can filter by the issue type:
We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.
We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.
Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field).
This idea is similar to an older idea that got marked as a duplicate and added to an idea about searches that did not actually address the issue.
Allow Filter on Issue Description: Being able to search key words in the Issue description is really important for us. We have a significant number of tickets coming to issue not listed ~20%, when trying to create new categories, issues, rules. The only current way to this is to create and download a report and then use excel filters to divide tickets into groups, buckets. Then reassign tickets one by one and that is very manual process, change issue for every ticket because there is no way to multi-select tickets using the description key words. This will be a great benefit for multiple school districts
Thank you for your feedback @GEcheverria 46052c9 austinisd
