Ticket Advanced Search

To search for tickets using advanced search attributes:

  1. Click the Tickets tab. The Ticket Search pane is displayed.

  2. Type and/or select advanced ticket attributes for your search, and then click Find. The ticket search results are displayed in the ticket Search Results panel. See Ticket Search Results for more information. Advanced ticket search attributes include:

    • Status

    • Group

    • First Name, Last Name

    • Email

    • Escalation Level

    • Created Date

    • Last Modified Date

    You must select at least one Advanced Search attribute to perform an advanced ticket search. Searching using a ticket ID (Quick Search) will override any other search criteria entered in the Advanced Search panel.

    Note: Customer information searched using advanced ticket search options is based on customer information stored within an individual ticket only. This information is not related to customer profile information stored in the ATG customer repository. See Customer Search for more information about searching using customer profile information.

  3. From the Ticket Search Results panel, you can:

    • Click the Ticket ID number to open the Ticket Details pane in read-only view, or click the Work on Ticket icon to open the Ticket Details pane in edit view.

    • Expand Customer Information to view customer profile information related to the ticket.

    • Expand Customer Information In Ticket to view contact information stored within the ticket.

    • Expand Associated Tickets to view and/or work on associated tickets. Click an associated Ticket ID number to open the Ticket Details pane in read-only view, or click the associated ticket Work on Ticket icon to open the Ticket Details pane in edit view.

  4. Continue with Next Steps. See Modifying (Work on) a Ticket.

    or

    To return to Ticket Search, click Back to Ticket Search in the Next Steps panel.