Search Tickets by Keyword

Purpose/Overview

In this article, you’ll learn how to use the Search by Keyword feature. This feature allows you to quickly find Tickets containing specific words or phrases in the Ticket Text. It helps solve the challenge of locating important tickets without scrolling through long lists, saving time and improving accuracy.

Navigation Path:

To access this feature: Utilisphere > Tickets

Things to Know:

• Permissions: Access to Advanced Search may vary based on your role or group permissions in Utilisphere.
• Platform: The feature is supported on all major browsers.
• Limitations:

  • The search only applies to text within the Ticket Text field.

  • Keywords must match the spelling in the ticket text to return results.

  • Multiple criteria can be added, but over-filtering may result in no results returned.

Key Benefits/Use Cases:

• Faster Ticket Retrieval: Quickly find tickets mentioning a specific customer name, location, or term.
• Improved Accuracy: Narrow down results when managing large volumes of tickets.
• Operational Efficiency: Save time by reducing manual review and focusing on the tickets that matter.
  
  

How It Works:

Follow these steps to setup or enable:

1. Navigate to the Tickets Summary screen.
2. Click the Advanced Search button.
   
3. Select Add Criterion.
   
4. From the first dropdown menu, choose Keyword.
   
5. In the Search Condition column (second dropdown), select the desired filter value and click OK to apply the filter.
   
6. Your results will update, displaying tickets that contain the selected keyword(s).

FAQ/Troubleshooting:

Q: Can I search for more than one keyword at a time?
A: Yes. You can add multiple Keyword criteria in Advanced Search to refine your results.

Q: Does the keyword search include attachments or only ticket text?
A: Keywords are matched against the Ticket Text field only, not attachments or external documents.

Q: Why don’t I see the Keyword option in Advanced Search?
A: Your role may not have access to Advanced Search. Contact your Company Admin to verify permissions.

Questions?  Contact us!