Filters, search and saved views
Filters
The pills in the toolbar narrow the current view. Pick a value from a pill to apply it, and the × on the pill to remove it; Clear filters removes them all.
| Filter | Values |
|---|---|
| Status | One of the open statuses. Not shown in Resolved and closed. |
| Priority | Low, Normal, High or Urgent. |
| Assignee | Me, Nobody, or anyone you search for by name or email. Not shown in Assigned to me and Unassigned, which decide it already. |
| Unit | One unit. A checkbox below the toolbar, Include sub-units of …, is on by default. |
| Account | A company, searched by name or domain. See all open at … on a case, and the open cases count on an account page, open the inbox with it set. |
| Created and Updated | Within the last 24 hours, 7, 30 or 90 days. |
| Label | Any label in use in your organizations. |
| Source | Web form, Portal, Agent (logged by an agent) or API. |
| Property | One of your organization's data properties and a value, like Tier: Gold. Only shown when there are properties on cases. |
| Service (with Service Configuration) | A service, searched by name or code. Shows the cases about it or one of its offerings, and narrows the incidents, problems and changes shown with the cases too. |
| Contact | Set from a contact's page, not from a pill. The pill shows the name and links back to the contact. |
[!TIP] Filters live in the address, so Back from a case returns to the same filtered list and page, and you can share the link with a colleague (they see only the cases they have access to).
Search
Type in Search cases and press Enter, or move out of the field. Press / to jump to it. Search looks at:
- the reference, exactly (
ABC-123) - the subject
- the requester's name and email address
- the text of messages, replies and internal notes
With Service Configuration on, searching for a service's code (VPN) also finds the cases about that service and
its offerings.
[!NOTE] Search works together with the view and the filters: searching in Assigned to me only finds your cases.
Saved views
When you have filtered, searched or sorted, Save view keeps the combination one click away:
- Filter, search or sort the list.
- Click Save view.
- Give it a name. It appears in the sidebar under Views with its own count.
A saved view keeps everything you set: the filters, the search, the sort, and what the built-in view adds (for example "assigned to me").
Changing a saved view
When you change the filters of a saved view, Update view saves the changes into it, and Save as new view makes another. The … menu has Rename, Share…, Copy and Delete view.
Sharing a view
Saved views are personal: only you see them until you share them. Share… shares a view with:
| Share with | Who sees it |
|---|---|
| People | The people you pick. |
| Teams | The members of the teams you pick. |
| Units | Everyone working in the unit or below it. |
| Everyone | Everyone. Needs the Share views with everyone permission. |
A shared view has a different icon in the sidebar. Everyone it is shared with sees it with only the cases they have access to; they can use it and Copy to my views.
[!NOTE] Only you change or delete a shared view (and, for a view shared with Everyone, others with that permission).