Advanced search in Customer Service Portal

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Last updated: Sept 28, 2022
3 min read

In addition to the basic searching and filtering of tickets in the Customer Portal, it is also possible to better adjust the search results.

 

Here you can find instructions of the basic search: Customer Service Portal (CSP) manualarchived

Here is the advanced search instruction below
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Advanced requests view

1. You can filter requests by different criteria.

  • Service Desk:

    • Customer Services - there are all tickets available for a specific user

    • Service Status Portal - it includes all announced maintenance work

  • Request type

  • Created (date or time range)

  • Updated (date or time range)

  • Resolved (date or time range)

  • Request status

  • Created by

 

2. There is a possibility to choose which columns you want to display.

You can change the order of these criteria by dragging and dropping the columns.

LC body column displays the last comment in a certain ticket.

 

3. If you want, you can customize criteria by selecting the appropriate options.

 

4. In order to search, just enter the appropriate phrase in the search window.

  • key (ticket number)

  • summary (ticket title)

  • description

 

5. There is an option to save filter results.

Then that filter will be visible on the left. Of course, filters are editable: you can edit their names, copy them, delete them or even save as default.

 

 

6. The left panel shows the default filters and all the ones you saved.

 

7. The export of results is allowed up to a maximum of 1000 records.

 

8. It is also possible to select the number of results to be displayed in the result list.