Searching for a Request
There are 3 ways for searching a request:
In Keyword Search option, you can search for requests based on a keyword, say laptop or printer. The keyword can be from the subject or description of the request or a value of the request fields (Priority, Status, Group and so on) like High, Open, Printer Team and so on. You can also search for requests assigned to a technician by entering the name of the technician as the keyword. The search results in a list of requests which matches the keyword.
You can further sub divide the request module to search based on Notes, Work Log, Resolution and Request ID.
To perform Keyword Search,
Column-wise Search allows you to search for requests using two or more keywords. For example, if you want to search for all the High priority requests assigned to the Printer Group with Subject as Printer, then you can do so using column-wise search option.
To perform column-wise search,
Advance Search allows you to search for requests using a combination of AND and OR logical conditions and also allows technicians to choose from multiple filter criteria like "is, is not, contains, not contains, start with and end with" etc.,. See Advanced Search for more info.