Searching from Outlook
toolbars
In 'Ongoing Cases' and 'Resolved Cases' folders,
a search field in the toolbar accepts keyword(s)
to
make a query to all support cases in that folder.
Search is performed on inbuilt Outlook fields
as well as helpdesk specific
fields such as caller name, caller email, department,
problems, assets etc. The matches of the search are
then automatically displayed in the folder view
in Outlook itself
using the relevant filter (while restricting those items from
showing up in the view that does not fulfill the
search). For example in the screenshot below, a
keyword 'DVD' is searched in all the support case in
the 'Ongoing Cases' folder, returning 4 cases. Three
of the cases have the searched keyword in the
subject itself, whereas, the one remaining case has
it in the message body field.
Multiple keywords search are also supported using
the AND (+) and OR (,) logic. For example, to
search for cases that has both 'DVD' and 'CD'
keywords (not necessarily in sequence), you may
enter something like DVD + CD. Likewise, to
search for cases that has either 'DVD' or 'CD'
keyword (in any fields), you will enter DVD, CD.
- Outlook displays 'Filter Applied' when the
current view is in restriction mode.
- To search, enter keyword(s) and press return
key.
- To clear the current search and come back to
all items, just click the clear button (next to
the search field).
Advanced Searching and Reporting
Apart from the free text search by keywords,
SupportCalls also implements an advanced search and
reporting options with an array of filters available
to extract only the required support cases quickly
within the folder view itself. Currently, there are 12 filter types available in the advanced
search and reports. You can choose any of these from
the drop down menu (the first button).
Created On
Search and report those
cases that were created on the specified date.
You can feed the date by clicking on the 'Pick'
button. A popup dialog with a month view calendar
allows you to select a date.
Created Between
Search and report
those cases that were created between a specified
date range.
You can feed the date by clicking on the 'Pick'
button on each From: and To: field. A popup dialog
with a month view calendar allows you to select a
date.
Due on
Search and report those cases
that are due on the specified date.
You can feed the date by clicking on the 'Pick'
button. A popup dialog with a month view calendar
allows you to select a date.
Closed on
Search and report those cases
that are closed on the specified date.
You can feed the date by clicking on the 'Pick'
button. A popup dialog with a month view calendar
allows you to select a date.
Closed Between
Search and report
those cases that were closed between a specified
date range.
You can feed the date by clicking on the 'Pick'
button on each From: and To: field. A popup dialog
with a month view calendar allows you to select a
date.
Technician
Search and report
those cases are assigned to the selected technician
from the drop down list.
Problems
Search and report
those cases belong to the specified problem category
and type from the drop down list.
If no type is specified, then it would show all
cases that belong to the specified problem category.
Caller Name
Search and report
those cases that are logged from the specified
caller (by name) from the drop down list.
Caller Email
Search and report
those cases are logged from the specified caller (by
email) from the drop down list.
Author
Search and report those
cases that are created/logged by the specified
technician from the drop down list.
Assets
Search and report those
cases that match that specified asset name and type
from the two drop down lists.
Status
Search and report those
cases that have the specified status from the drop
down list.
Departments
Search and report
those cases that belongs to the specified department
from the drop down list.
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