How can i do a search by custom field?

    Answered

Hello,

i'm trying to do a search on tickets using custom field that I've added, but the search doesn't show any results.
Is there a way to do so?

Regards.

Vladimir Mullagaliyev
    Answer Answered

The search by custom fields is available in the agent interface.

Click on "Filters" ->"Configure". Then select Custom Fields in Additional fileds. Then select Custom fields you need.

After that you are able to save this filter and use it in one click later.

Real Name
Quote from Vladimir Mullagaliyev

The search by custom fields is available in the agent interface.

Click on "Filters" ->"Configure". Then select Custom Fields in Additional fileds. Then select Custom fields you need.

After that you are able to save this filter and use it in one click later.

Hi Vladimir,

Is it possible for non-support agents to search by custom field? As an example, we have a custom field that we use for Bugs that states the affected versions, so it would be nice if users could search for bugs that affect their version.

Vladimir Mullagaliyev
Quote from Real Name

Hi Vladimir,

Is it possible for non-support agents to search by custom field? As an example, we have a custom field that we use for Bugs that states the affected versions, so it would be nice if users could search for bugs that affect their version.

Hello Curtis, 

Unfortunately , users are not able to search by custom fields. If it will help you we can add your specific field into the index. And it will be searched as description. Not sure it will help you a lot. If you need it please post us a private request with the forum and the fiend name.

Norman

It would help common users a lot if they can see and filter custom fields in the preview.



Custom fields are (depending on the set up) also so visible and sometimes even mendetory for users. This is why they should also be able to search, sort and preview them.
 Sign in to leave a comment