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Workflow provides multiple ways for you to filter your case searches from these workspaces:

Simple Search

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To perform a search from the Simple Search panel:

  1. Enter keywords in the Text Search box.

  2. Use any combination of Steps 3 & 4 to filter your search.

  3. Check or clear the following checkboxes:

    • Name

    • Description

    • Case Key

  4. You can also narrow your search by selecting a value from one or more of these fields:

    • Workflow

    • Project

    • Status

  5. Check the Include closed cases checkbox, if desired.

  6. Select Search.


Workflow uses your keywords and filter criteria to compare against data on the case, and returns results based on successful matches. When using a keyword, we return results on all cases that include that keyword.

Note: If you select search values for a workflow, project, and status in the same search, Workflow will filter for, and return results for cases related to the workflow, ANDthe project, ANDthe status you select.

Advanced Search Logic

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If you don’t define a value for a specific search parameter, we don’t filter for that parameter. Instead, we include all possible values for it. Example: If you don’t include a value for the Project parameter, it’s implied that you do not want to filter out any projects and we include all projects in the results.

When you select multiple options for a single parameter, we combine them with OR logic. So if you select multiple statuses, we return all cases that match at least one of your selections. Example: If you select Status A, Status B, and Status C, we return all cases that are either in Status A, Status B, OR Status C.

When you combine multiple types of parameters using only one filter for each, we combine them using AND logic. Example: If you select Project A and Workflow C, we only return cases that are in Project A AND in Workflow C.

We use both OR and AND logic if you select one value for a single parameter and multiple values for a different parameter. Example: If you select Project A, Workflow B, and Workflow C, we return all cases that are in Project A AND (in Workflow B OR Workflow C )

The foregoing logic applies to all combinations of the available search criteria.

Workflow also enables you to select multiple custom fields and multiple values for each custom field. In either case, we invoke the OR logic as follows. When you select:

Custom Field A = Value Z, Custom Field B = Y, and Custom Field C = X  | W  (you select both X and W  values for Custom Field C ), we will return results for all cases that have:

  • Custom Field A = Value Z  
    OR
  • Custom Field B = Y  
    OR
  • (Custom Field C = X  OR Custom Field C =W )

The following parameters return the corresponding results: 

ParameterReturn Results
Case NameMatches the text you enter
Case DescriptionMatches the text you enter 
Case KeyMatches the text you enter 
WorkflowMatches one of the workflows you select
ProjectMatches one of the projects you select
StatusMatches one of the statuses you select
Include Closed CasesWhen enabled, we return all cases, including closed ones. When not enabled, we ignore closed cases.
Custom FieldSee the example above for details
Created On From DateCase creation date is after the date you enter
Created On To DateCase creation date is before the date you enter
Case Updated From DateDate of last update is after the date you enter
Case Updated To DateDate of last update is before the date you enter
Case Closed From DateThe date the case was closed is after the date you enter
Case Closed To DateThe date the case was closed is before the date you enter
Cases I FollowWhen enabled, we return all cases you follow. When not enabled, we ignore this filter.
My Voted CaseWhen enabled, we return all cases you voted on. When not enabled, we ignore this filter. 
AssigneeAt least one of the assignees matches one of the users you select
CreatorThe creator matches the user you select
Creator's DepartmentCase creator's department matches the department you select
Case OwnerCase owner matches one of the users you select
Case ReferrerCase referrer matches one of the users you select
Updated ByUser who last updated the case matches one of the users you select
Team MemberAt least one of the team members matches one of the users you select
Case RoleAt least one of the team members matches one of the case roles you select
Assignee's DepartmentAt least one of the assignees is in the department you select
AccountMatches one of the accounts you select
ContactMatches one of the contacts you select
PriorityMatches one of the priorities you select
ListCase belongs to one of the lists you selected
SLAMatches one of the SLA levels you selected
Comments & Attachments
Text/Filename
Includes at least one comment or attachment where the text or file name matches the text you enter
Comments & Attachments
Author
Comment or Attachment matches one of the authors to the users you enter
Posted/Uploaded From DateComment or Attachment was posted after the date you enter
Posted/Uploaded To DateComment or Attachment was posted before the date you enter

Custom Fields

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In this section, you can search for cases based on custom fields on the case. When you expand this panel, Workflow displays a Field Name box and a list of custom fields. When you start typing in the Field Name box, Workflow filters the list of potential field matches.


To filter using custom fields:

  1. Select one or more custom fields from the list. Workflow displays a text box next to the field. When you select multiple fields, Workflow will return results for cases that meet all the criteria you define.

  2. Enter keywords into the text box that Workflow will use to search for your case.

    • If you leave the text box blank, Workflow will return results for all cases that have any value in that field, and we do not return results for cases without a value in the field.

    • If you enter a value, or a partial value in the text box, Workflow will return results for all cases that contain that value.

  3. Check the checkboxes for the custom fields you wish to filter for.
    We also display anInformation icon next to the custom fields in the list. When you hover over the icon, Workflow displays a preview of the field.

  4. Click Search to display your results.

Dates

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Workflow enables you to search for cases based on dates when the case was:

  • Created
  • Updated
  • Closed

We display calendar widgets that enable you to quickly pick your dates. Click on the desired widget to open and select a date. You can also manually enter your dates in the appropriate fields.


Important: When you manually type dates in the date fields, you must use the same date format as your user settings. See User Settings for more information.


Additional Search Criteria

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Workflow provides these additional parameters that you can use to filter your search results. Either check the checkbox next to the parameter, or place your cursor into the appropriate field to display a list of options.

You can select as many options you want from each criteria except for the Assignee's Department and Creator's Department fields where you can only select one value each.

Search Criteria:

Assignee Contact Priority
Assignee's DepartmentCreator Referrer
Case OwnerCreator's Department SLA
Case Role ListTeam Member  
Cases I FollowMy Voted Cases  Updated By  

Comments & Attachments

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Workflow enables you to search based on comments and attachments. We display these fields and options:

  • Search Type: Select from these options:

    • Comments or Attachments

    • Comments Only

    • Attachments Only

  • Text / File Name: Enter keywords or a file name.

  • Author: Select the user who added the comment or attached a file.

  • Posted / Uploaded Dates: Enter a From and To date, or select the dates from the calendar widgets.