To enhance the flexibility and robustness of ticket views, we're excited to introduce several new features to the ticket list view:
Sorting:
Now, you can easily organize ticket lists according to your preference. Simply tap on the headline to switch between ascending and descending orders.
Note: The following fields are excluded and not sortable: State, Assigned To, Custom text fields, and Multi-select dropdown fields.
Configure Records per Page:
Users now have the ability to customize the number of records displayed on a single page across all views. Choose from a minimum of 30 to a maximum of 100 records, allowing for an efficient viewing experience.
Introduction of Advanced Filters:
To refine your ticket views further, we've categorized filters into 'Basic' and 'Advanced' sections.
Under the 'Advanced Filters' section, you'll find the following enhancements:
Additional Parameters Supported on Field Types:
Filter by field types now offers both 'includes' and 'excludes' options for specific fields like agents, status, etc, allowing you to create an exclusion list.
Includes or excludes for ‘single or multi-select’ dropdown fields
‘Is’ the selected value for ‘checkbox’ fields
On/Between/In the last/In the next for date fields
Equals/Not equals/Greater than or Equal to/Lesser than or Equal to for Number/decimal fields
Is/Includes/Excludes for Dependent fields
Note: Selecting the “is” parameter will let agents add the next level of filters.
Match All or Any Conditions:
Selecting either 'all' or 'any' filter conditions allowing for more control over your ticket lists.
Association-Based Filters:
Introducing filters based on associations, enabling you to filter tickets based on Requesters, Associated Assets, Service Items, and Impacted Services.
List of associated fields supported:
Service Item: Item name, Item Category
Requester: Department, Location, Group, VIP
Associated Asset: Name, Type, Managed By, Managed By Group
Impacted Service: Name, Type, Managed By, Managed By Group
Note:
1. Except for ‘Requester’, only one parameter can be chosen at a time for the rest of the associated fields.
2. It will take 5-7 seconds for the updated values to reflect in the list view.
3. List view will be limited to a maximum of 10,000 tickets. During export, each file will again allow a list of 10,000 tickets and will be export into multiple files.