Using Ticket Searches in Work Management

Ticket searches help technicians efficiently find and manage tickets that require attention. Each Ticketing application includes preconfigured standard searches for common workflows, and users can create custom saved searches with specific filter criteria for frequently-used search patterns.

In this article, we'll cover:

Accessing Ticket Searches

To access ticket searches:

  1. In Work Management, click View Applications and select the desired Ticketing Application.
  2. Click Search in the left sidebar to view all tickets, or select any of the standard searches below it.

Each standard search appears as a separate page with predefined filter criteria. You can further refine results using the toolbar options:

  • Group By - Organize results by specific attributes
  • Configure Grid - Show or hide columns in the results table

These toolbar settings persist across all searches.

Understanding Standard Searches

Standard searches are preconfigured views that help technicians quickly find tickets requiring their attention. These searches appear automatically in the left sidebar of every ticketing application.

Relative to You Searches

Four standard searches filter tickets based on your user account and group memberships:

Title & Description Show Tickets Where:
Assigned to Me 
This search displays your active work queue, including tickets where you are the primary responsible person and tickets with tasks assigned to you.
  • Status is New, In Process, or On Hold
  • Primary responsibility is assigned to you or an active group you belong to
  • Tasks on the ticket are assigned to you or an active group you belong to
Awaiting My Review
This search helps reviewers identify tickets they can assign to appropriate technicians.
  • Status is New, In Process, or On Hold
  • You are listed as a reviewer for the ticket type (either directly or through group membership)
  • Primary responsibility is not assigned to you
  • Ticket has not been converted to a project task
Awaiting My Approval
This search shows only workflow steps assigned to you individually, not approval steps assigned to groups you belong to.
  • Status is New, In Process, or On Hold
  • A workflow step is awaiting your personal approval
  • Includes approval and choice workflow steps
Awaiting Approval
This search provides visibility into all pending approvals across the ticketing application, including approvals assigned to other users and groups.
  • Status is New, In Process, or On Hold
  • A workflow step is awaiting approval from any user or group
  • Includes both individual and group approval steps

Classification-Based Searches

Each enabled ticket classification has a corresponding standard search. Classification names may be customized in your Ticketing application, and disabled classifications will not appear in the search list.

System Classification
(Default Name)		 Show Tickets Where
Incident
  • Classification is Incident
  • Status is New, In Process, or On Hold
Major Incident
  • Classification is Major Incident
  • Status is New, In Process, or On Hold
Problem
  • Classification is Problem
  • Status is New, In Process, or On Hold
Change
  • Classification is Change
  • Status is New, In Process, or On Hold
Release
  • Classification is Release
  • Status is New, In Process, or On Hold
Service Request
  • Classification is Service Request
  • Status is New, In Process, or On Hold

Default and customized classification-based searches in the left sidebar
Default and customized classification-based searches in the left sidebar.

Refining Search Results with Filters

All standard and saved searches can be refined using filters to narrow results based on specific criteria, including standard ticket attributes and custom attributes from your ticketing forms.

To apply filters to a search:

  1. In Work Management, click View Applications, and select the desired Ticketing Application.
  2. Click the desired search page in the left sidebar.
  3. In the toolbar, click the Filter button.
  4. Configure the filter criteria:
    • Enter keywords in the Text Search field to search ticket titles, descriptions, custom attributes, and feed items.
    • Expand the sections Responsibility, Dates/Updates, Advanced, and Custom Fields to filter by other attributes.
  5. Click the Apply button.

Filter settings remain active on that search page until you clear or modify them. You can save frequently-used filter combinations as custom saved searches.

Saving Custom Searches

When you frequently use the same filter combination, save it as a custom search to avoid reconfiguring filters each time. Saved searches appear under My Saved Searches in the ticketing application toolbar.

To create a saved search:

  1. In Work Management, click View Applications, and select the desired Ticketing Application.
  2. Click the Filter button, apply the desired filters and display options.
  3. Click + New Saved Search in the toolbar.
  4. Enter a descriptive Name that clearly indicates the search purpose.
  5. Configure visibility options. By default, saved searches appear under My Saved Searches in the ticketing app toolbar. You can also opt to: 
    • Show in Navigator - Display this search in the left sidebar below standard searches (visible only to you)
    • Global - Make this search available to all users with access to the ticketing application (requires the Add Global Searches and Global Report Folders in Ticketing permission)
  6. Click Save.

Your saved search is now accessible from the My Saved Searches button in the toolbar, and, if you enabled Show in Navigator, from the left sidebar.

Managing Saved Searches

Customizing Search Display in Sidebar

You can control which standard and custom searches appear in the left sidebar:

  1. Click Edit Saved Searches in the ticketing toolbar.
  2. In the Show in Navigator column, toggle checkboxes to show or hide searches.
  3. Changes save automatically and apply immediately.

Deleting Saved Searches

To remove a custom saved search you created:

  1. Click Edit Saved Searches in the toolbar.
  2. Click Delete next to the search you want to remove.

You can only delete saved searches you created. Global searches can only be deleted by users who created them and have the appropriate permissions.

Adding Searches to Your Dashboard

Ticket searches can be added as widgets to any Work Management dashboard, providing quick access to important ticket lists without navigating to the ticketing application.

Available search widgets include:

Standard Search Widgets (labeled "Tickets"):

  • My Assigned Tickets
  • My Assigned Ticket Tasks
  • My On Hold Tickets
  • My Submitted Tickets
  • Tickets Awaiting My Review
  • My Flagged Tickets 

Custom Search Widgets (labeled "Searches"):

  • All searches from your My Saved Searches list

To add a search widget to your ticketing application dashboard:

  1. In Work Management, click the View Applications Menu and select the desired Ticketing Application.
  2. Click Dashboard in the left sidebar.
  3. Click Edit Dashboard.
  4. Click Add Widget.
  5. Select a search widget from the Choose Widget list.
  6. Click Save.

Learn more about customizing your Work Management interface in the Work Management Dashboards article.

Using Saved Searches with Calendars

Users of the Projects application can utilize saved ticket searches to create personalized calendars. You can choose from any saved search that you have access to, and the results will be transformed into calendar items. To appear in the calendar feed, a ticket must have either a start date or an end date. 

For example, if you create a saved search for tickets related to the service "Event Support," it will generate a calendar feed displaying all event-related ticket dates. You can sync this feed with external calendar applications, such as Outlook or Google Calendar, so you can see important dates without logging into TeamDynamix.

To use a ticket search to create a calendar feed:

  1. In Work Management, open the Calendar application.
  2. Click Feeds in the toolbar.
  3. Click the Add Personal Feed button and select Ticket Search.
  4. Enter a meaningful Name. This name is visible to anyone you share the feed URL with and will be shown in external applications you add it to.
  5. Select the Ticket Search.
  6. Click Save.

See the Sync the TeamDynamix Calendar with External Calendars article for details on adding your ticket search feed to your work calendar.

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