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This introduction article will help Technicians to create ticket searches using a ticketing application in TDNext. The user must have access to a ticketing application in TDNext.
Overview
Each Ticketing Application comes pre-populated with standard searches. A few of these will help users find tickets that need their attention, such as Assigned to Me and Awaiting My Review. Standard searches can be filtered to narrow results, and if there is a filtered search you use often, you can save it to My Saved Searched, so you won’t need to reconfigure the filters each time you want to see the results.
Where to Find This
This feature appears in the ticketing application in the TDNext interface, where users manage tickets.
Navigate to saved searches following this paths:
- TDNext > Applications Menu > [Ticketing Application Name] > Tickets
Using the Ticket Search
Exploring the Standard Searches
To see the list of standard searches, in TDNext click the Applications Menu, then select the desired Ticketing Application.
To see all tickets in the application, click Tickets.
The standard searches appear below Tickets in the left navigation. Each of these, including Tickets, is a ticket search page.
There are five standard searches:
Assigned to Me
This standard search will show tickets which have:
- By default, tickets that have a status class of New, In Process or On Hold are displayed.
- Primary responsibility is set to you or to an active group you belong to
- Tasks on the ticket are assigned to you or to an active group you belong to
Awaiting My Review
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- Are not primarily assigned to you. This means that tickets assigned to groups are included.
- Are not converted to a project task.
- A type for which you are a reviewer, either directly or through one of your active groups.
You can then assign the ticket to another user in that Ticket application.
Awaiting My Approval
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A workflow step awaiting your approval. This includes approval and choice steps.
- Note: this does not include Approval steps in which you are a member of an Approval Group, it is the approval step for yourself, singular.
Awaiting Approval
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A workflow step awaiting approval. This includes approval and choice steps.
- Note: this also includes other tickets in your Ticket application that are awaiting an approval including Group approvals.
Incidents
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A classification of Incident
This standard search may appear under a different name or not appear at all if the Incident classification has been customized or disabled.
Major Incidents
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A classification of Major Incident
This standard search may appear under a different name or not appear at all if the Major Incident classification has been customized or disabled.
Problems
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A classification of Problem
This standard search may appear under a different name or not appear at all if the Problem classification has been customized or disabled.
Changes
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A classification of Change
This standard search may appear under a different name or not appear at all if the Change classification has been customized or disabled.
Releases
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A classification of Release
This standard search may appear under a different name or not appear at all if the Release classification has been customized or disabled.
Service Requests
This standard search will show tickets which have:
- A New, In Process or On Hold status.
- A classification of Service Request
This standard search may appear under a different name or not appear at all if the Service Request classification has been customized or disabled.
About the Ticket Search Field
On each of the standard search pages, you can search using fields that are specified when the ticket is created or updated. This includes standard attributes on a ticket as well as any custom attributes that may be specific to a form.
Refining Results with Filters
To refine the search results by values such as requestor, ticket type, settings, etc.:
- In TDNext, click the Applications Menu.
- Select the desired Ticketing Application.
- Click Tickets in the left navigation.
- On the ticket search page, click the Filter button on the right side of the toolbar.
- Enter the search criteria.
- Click the Apply button.
Saving a Search and Deleting Saved Searches
If there is a filtered search you use often, you can save it to My Saved Searched, so you won’t need to reconfigure the filters each time you want to see the results.
The saved searches that are visible are specific to Standard Search they are nested under. i.e., Viewing your searches from the Tickets link looks at searches created specifically for the cross-classification search. Viewing your searches from the Incidents link will look at searches created specifically around Incidents, viewing your searches from the Assigned To Me link will look at searches created specifically around tickets Assigned To Me, etc.
To save a search configuration for future use:
- Apply the filters and display options so you see the results you want.
- Click the Save Search button.
- Give the search a Name that indicates what it does.
- If you have the Add Global Searches and Global Report Folders in Ticketing permission on your ticketing application security role, you will have the option to make the search Global. This means other technicians in this ticketing app will be able to see it.
- Click Save.
- Click the My Saved Searches button to see your search.
To delete a saved search:
- In TDNext, click the Applications Menu and select the desired Ticketing Application.
- Click Tickets in the left navigation, then select My Searches > Edit My Searches in the Tickets Detail window.
- Click the Delete link for the search you want to delete.
Gotchas & Pitfalls
Saved searches have largely been rendered obsolete by the reporting functionality of TeamDynamix. But they are still useful for working with Calendar Feeds.
Examples
Saving a search for tickets with the service Event Support would allow you to create a calendar feed for all tickets with this service. Using the Calendar Feeds functionality, you could sync the dates associated with these tickets to a third party calendar (e.g., Outlook), giving you more insight into dates that are important without you having to log in to TeamDynamix. See the Sync the TeamDynamix Calendar with External Calendars article for more instructions around this.