enhancement Global Search > Requests - Add Organisation as criteria

[Martyn Houghton]

Can the Global Search option for 'Requests' have an extra criteria option added to allow searching by 'Organisation' , i.e. for external customer facing tickets with the organisation information populated?

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth @Steven Boardman

Is this being considered?

For those of us who undertake external facing support where an request may have been logged by a number of people at an external organisation, being able to retrieve by organisation rather than an individual is quite important for us.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

This isn't currently being considered.   The Advanced Filter can be used to filter down by the organisation.  You can also access the organisation record to see all the requests against the organisation.

Regards,

James

[Martyn Houghton]

@James Ainsworth

When you say the advanced filter, what do you mean in relation to requests, as there is no advaned fitler option show for request results.

 

Compared to Organisations

We are wanting to search the requests themselves, looking in the Details, Timeline and Historic Updates. This is not achievable by retrieving a list of requests in the organisation record not even the request list views.

Cheers

Martyn 

 

[HHH]

+1 from us since we also support external organisations and having an organisation filter in the search would help immensely

[Martyn Houghton]

@HHH

Thanks, glad it is not just me that having the issue with searching previous organisation requests.

Cheers

Martyn

[jstantiford]

+1

[joseph.doyle]

+1 This would be really useful 

Quote

 

 

[James Ainsworth]

Hi Martyn,

The advanced filter that I'm referring to is this.  Once you have specified your advanced criteria, you can also use the standard filter to narrow down your results.  The benefit to this over the global search is that you can also sort and change the displayed information.  

[James Ainsworth]

Alternatively, you can visit the organisation record where you have a request list for that specific organisation, including filters and sorting.

[James Ainsworth]

If you are currently working on a ticket, and you want to see all the requests for that organisation, you can quickly view the org record by clicking on the organisation name in the Customer section of the request, and from there see all of the organisation's requests. 

[Martyn Houghton]

@James Ainsworth

We have customer with hundreds of tickets. We are attempting to use the 'Global Search' to search the requests timeline and historic updates. The Organisation view and Request List do not have the capability to search these.

This is part of leveraging the existing information and knowledge contained in the requests.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

Perhaps if we can get a list of the field objects held for Requests as per my old post below, we may be able to get around this current limitation.

Cheers

Martyn

 

[Martyn Houghton]

@James Ainsworth @Steven Boardman

Any update on adding Organisation option on the Global Search facility. As advised we have customer with hundreds of tickets. We are attempting to use the 'Global Search' to search the requests timeline and historic updates. The Organisation view and Request List do not have the capability to search these.

Cheers

Martyn