The search for tickets takes place via the global search bar. As soon as a term is entered there, the search starts automatically and also provides search suggestions that can be selected from a selection list. The search allows you to find terms in certain ticket fields. The suggestion list takes the names of the fields into account when entering a search term.

A search always relates to all tickets available in the system. As soon as a search is carried out, a new group "Global search" and a view Search in: <Search phrase> appear temporarily in the list of views. This enables users to switch between the different views in the list and thus further narrow the search to certain subtopics.

A search can always be saved permanently as a view. This is done via the button Save search as view on the right side above the ticket list.

As mentioned above, the search is supported in ticket fields, as well as special fields, such as the Tags field. As you type a term, the search will suggest these fields. The notation for this is <search field>:word.

The search field Tag represents a special feature and provides Supporters with options such as:

• Automatically escalated: Filter on tickets that have been automatically escalated.
• Deadline exceeded: Filter on tickets whose deadline has been exceeded.
• Bundled: Filter on tickets that belong to a bundle.
• ITIL Master: Filter on tickets that are an ITIL Master ticket.
• Live Support: Filter on tickets created by the Live Support plugin.
• My Resource: Filter on tickets that are in a resource that I have read or write access to.
• Read-Only Permission: Filter on tickets for which the user has explicitly been granted read-only permissions. The user must either have a resource membership with Read Permission or the permission Read all Tickets.
• Read and Write Permission: Filter on tickets for which the user has explicit read and write permissions. The user must either have a resource membership with Read and Write Permission or the permission Edit all Tickets.

This can be used to filter for tickets that are in a bundle. This tag can only be used by supporters.

Possible values:

1. Yes: Only finds tickets that are a bundle sub-ticket or bundled.
2. No: Only finds tickets that are not bundled or are the main ticket of a bundle. (effectively all tickets as supporter)

After a search (1) has been entered, it can be converted into a Custom View (2). The search will be saved for the supporter and will be available later.

Example: A supporter with a monitoring role has read access to all tickets in the system and is also an explicit member of several resources. In the view Open Tickets, the supporter has access to all open tickets in the system. Now, the supporter can create another view My open tickets with the above search. In this view, he selects the Open Tickets as Dependent on view. Now the supporter has a view in which he only sees tickets for which he is directly responsible.