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Workflow provides multiple ways for you to filter your case searches from these workspaces:
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To perform a search from the Simple Search panel:
Enter keywords in the Text Search box.
Use any combination of Steps 3 & 4 to filter your search.
Check or clear the following checkboxes:
You can also narrow your search by selecting a value from one or more of these fields:
Check the Include closed cases checkbox, if desired.
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
- Custom Field B = Y
- (Custom Field C = X OR Custom Field C =W )
The following parameters return the corresponding results:
|Case Name||Matches the text you enter|
|Case Description||Matches the text you enter |
|Case Key||Matches the text you enter |
|Workflow||Matches one of the workflows you select|
|Project||Matches one of the projects you select|
|Status||Matches one of the statuses you select|
|Include Closed Cases||When enabled, we return all cases, including closed ones. When not enabled, we ignore closed cases.|
|Custom Field||See the example above for details|
|Created On From Date||Case creation date is after the date you enter|
|Created On To Date||Case creation date is before the date you enter|
|Case Updated From Date||Date of last update is after the date you enter|
|Case Updated To Date||Date of last update is before the date you enter|
|Case Closed From Date||The date the case was closed is after the date you enter|
|Case Closed To Date||The date the case was closed is before the date you enter|
|Cases I Follow||When enabled, we return all cases you follow. When not enabled, we ignore this filter.|
|My Voted Case||When enabled, we return all cases you voted on. When not enabled, we ignore this filter. |
|Assignee||At least one of the assignees matches one of the users you select|
|Creator||The creator matches the user you select|
|Creator's Department||Case creator's department matches the department you select|
|Case Owner||Case owner matches one of the users you select|
|Case Referrer||Case referrer matches one of the users you select|
|Updated By||User who last updated the case matches one of the users you select|
|Team Member||At least one of the team members matches one of the users you select|
|Case Role||At least one of the team members matches one of the case roles you select|
|Assignee's Department||At least one of the assignees is in the department you select|
|Account||Matches one of the accounts you select|
|Contact||Matches one of the contacts you select|
|Priority||Matches one of the priorities you select|
|List||Case belongs to one of the lists you selected|
|SLA||Matches one of the SLA levels you selected|
|Comments & Attachments |
|Includes at least one comment or attachment where the text or file name matches the text you enter|
|Comments & Attachments|
|Comment or Attachment matches one of the authors to the users you enter|
|Posted/Uploaded From Date||Comment or Attachment was posted after the date you enter|
|Posted/Uploaded To Date||Comment or Attachment was posted before the date you enter|
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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:
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.
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.
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.
Click Search to display your results.
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Workflow enables you to search for cases based on dates when the case was:
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.