Terms and Definitions

Incident – An ITIL term used to describe an unplanned interruption to an IT Service or a reduction in the quality of an IT Service.

Responsible Group or Individual – A TDX term used to describe the person or persons (group) responsible for proper execution for getting the job done.

Classification – A TDX term used to refer to different kinds of tickets, such as Incident, Service Request, Problem, Change, etc.

Type – A term used to refer to various ticket types that are determined and set up by the user’s unit. Types refer to specific topic areas for tickets within Categories (for example, Category would be "Communication and Collaboration," but the Type would be "Email and Calendar"). Ticket Types can also be associated with specific SLAs, Time Types, and Expense Accounts.

For more TDX terms and definitions, please refer to the Glossary.

TDX includes both Search and Filter functions to help you locate tickets easily in your ticketing application. Depending on which function you use, you can search and/or filter tickets by using ticket IDs, group names, customer names, email addresses, UINs, and NetIDs. This job aid covers the following topics:

• Searching Using the Filter Function
• Searching Using the ID/Search Box
• Searching by Ticket Number
• Searching by Responsible Group Name
• Saving a Search You Created
• Accessing Your Saved Searches

Searching Using the Filter Function

TDNext provides a number of “out-of-the-box” options for commonly used filters in the Ticketing application (labeled Tickets) on the left navigation menu. However, if you are looking for a specific subset of tickets not provided by the standard filters, you can use the Filter function. Using the Filter function allows you to filter on many different fields and to save filter searches for future use.

NOTE: Any filtered search where you select multiple filters uses the AND relationship, which only shows tickets where all of the selected criteria are true. To see tickets using the OR relationship, where either one or the other criteria is true, you will need to create a custom report, which is not covered in this job aid.

1. Click on Tickets in the left menu to access the main window in the Ticketing application.

   

2. Click the Filter icon in the upper right corner of the Ticketing application desktop.

   

   NOTE: The filter options pane appears from the right listing all the ticket fields associated with the ticket type.

   

   NOTE: The Filter pane contains many fields by which you can search. The default view of the Filter pane shows the Standard Fields, which are grouped into several categories, including General, Responsibility, Priority Factors, Dates/Updates and several others that can be viewed by scrolling down the panel. Some of the Standard Fields listed under the General category at the top of the Filter pane include Text Search, ID, Requestor, Acct/Dept(s), Ticket Type(s), and Current Status.

   Some fields will be custom and can only be found by selecting theCustom Fields tab at the top of the Filter pane. Use the righthand scroll bar to navigate to the options you want to select. The Scroll button at the top of the Filter pane provides a drop-down menu that lists the standard categories of all fields, allowing you to quickly get to a section without using the scroll bar.

3. Type any information and/or make any selections in your desired filter fields as needed.

   

   NOTE: You may make selections in multiple fields. Keep in mind that selecting multiple fields uses the AND relationship in the search.

4. Click Apply at the top of the Filter pane.

   

   NOTE: Any results for your filter selections appear in the Tickets window.

   

5. To return to your unfiltered list of tickets, click Tickets in the left menu bar.

   

Searching Using the ID/Search box

The ID/Search box in the upper right corner of the Ticketing application allows you to quickly search for tickets using several different data points, such as the ticket ID number, Status, Classification, orResponsible Group. Note that using the ID/Search function may bring up any tickets that have a history of being connected to your search term. For example, if you search by a Responsible Group or Person, the search results here may include tickets that had once been assigned to that Group or Person and have since been reassigned, or tickets that have been read or reviewed by that Person or Group.

NOTE: To search for tickets using Requestor UIN or NetID, you must use the People application.

Searching Using the Ticket Number

If you know the ticket ID number, you can use the ID/Search box in the top right corner of the Ticketing application to search for the ticket.

1. Type the ticket ID number in the ID/Search box in the top right corner of the ticketing application.

   

2. Click the search icon or press the Enter key.

   

   NOTE: This opens the ticket if it is found. If the ticket is not located, the Ticket Not Found window appears.

   

Searching by Requestor

Option 1 - People Tab

1. To search for tickets by the requestor, go to the People tab and enter their name, UIN, or NetID in the "Search Text" box.
   
   
2. Click the search icon or press the Enter key. Click on the name of the user you wish to look at.
   
   
3. Go to the Tickets tab and you will see a list of all tickets the user has submitted.

Option 2 - Through a ticket

1. With a ticket open, click on the Find Referenced link in the requestor box on the right. This will open a new tab with their open tickets.
   
   
2. To see all of the user's past tickets, click on the green filter icon in the upper right.
   
   
3. Next, click on Current Status and then Select All. At the top, click Apply.

Searching by Responsible Group Name

1. To search for tickets by a Responsible Group name, type the Group name in the ID/Search box in the top right corner of the Ticketing application.

   

2. Click the search icon or press the Enter key.

   

   NOTE: This displays a list of tickets connected to that Group if there are any.

3. To open a specific ticket for that Group name, click on the ticketID number or the ticket Title.

   NOTE: Unlike the People app, you cannot search for UIN or NetID using the ID/Search function.

Saving a Search You Created

TDNext allows you to save filtered searches you create so you can quickly use them again.

NOTE: Searches that are created and saved within a specific ticket classification on the left menu (such as Incidents or Service Requests) will only be available when you are using that ticket classification. Searches created when using the main Ticketing application or any of the “out-of-the-box" options will be available across all options and ticket classifications.

1. After setting up and applying your filter, in the results window, click the Save Search button at the top of the window.

   

   NOTE: The Save Search window opens.

   

2. Type a title for your search into the Save As field.

   

   NOTE: If applicable, click the checkbox next to Global, which will allow this search to be accessible to any user of the Ticketing application. Follow your unit’s guidance and naming conventions for global searches

3. Click Save.

   NOTE: This saved search now appears in the My Saved Searches drop-down menu at the top of the Tickets window.

   

Accessing Your Saved Searches

To access your saved searches, be sure to select the correct option from the left menu. Remember that searches created within specific ticket classification on the left menu (such as Incidents or Service Requests) will only be available when you are using that ticket classification.

1. In the Tickets window, click the My Saved Searches drop-down menu at the top of the window.

   

2. From the drop-down list, click on your desired saved search option from the list.

   

   NOTE: The search will automatically run, and the results will appear in the Tickets window.

3. To return to your list of tickets, click the Tickets option in the left menu bar.

   

Additional Resources

• TDNext Searching and Filtering Tickets