Searching for older tickets

[AndyColeman]

Hi,

I am been quoted reference numbers by staff and when I run a search for them under 'Requests' some of them do not find anything. For example a customer has just asked what is going on with SRO1147 but when I run a search, nothing comes up.

Is there a reason I cannot see every ticket? I understand I am an admin and in my role I need to be able to keep a track of all tickets that are entered in to the system.

Any help would be appreciated.

[Guest Chaz]

Hi Andy,

just wondering where you're performing this search, are you using the global search or the quick filter on the request list?

It might be worth trying a global search with a wildcard like so: SR*1147 and see if that helps?

We also have a keyboard shortcut that should take you directly to the request (if you're allowed to see it). Just hit CTRL+SHIFT+F and enter the request ID.

[Steve Giller]

Is it simply a mixup between the letter O and the number 0?

I assume SR stands for Service Request - looks like you've followed it with the letter O above, the number makes more sense from an ID perspective.