CA Service Desk Manager - Searching for Tickets
This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to search for tickets.
|Service Desk Interface||Creating Tickets||Viewing Tickets||Updating Tickets||Logging Comments||Transferring Tickets||Closing Tickets||Reopening Tickets||Ticket Escalations||Manual Notification||Searching Tickets|
Keyboard shortcut: You can use the Tab key to move through the list.
If you do not receive the expected results with this search, click the Show Filter button to display the filter and modify the search parameters. The Clear Filter button will allow you to create a new search.
Tip: You can use the following search shortcuts to assist you in your search.
Quick Record Search
The Quick Record Search is available at the top of the Service Desk Manager window, above the toolbar. Quick Record Search allows you to search for and display the details of a specific record, if you have the record number.
Quick Record Search steps: