Searching via dialog
Support cases search can also be performed using the
exclusive search dialog available as an
administrative tool under SupportCalls main menu.
Just like the integrated search on SupportCalls
Outlook toolbars, this search dialog also offers an
array of filters and case options for extracting the
right information in single click. The main
advantage of using this search dialog against the
search via the toolbars (and hence folder view) is
that the technician don't have to be in the specific
outlook folder (i.e., 'Ongoing Cases' or 'Resolved
Cases') to make a search. The other advantage is
that option of consolidated search on both 'Ongoing
Cases' and 'Resolved Cases' folders or in
either one of them. It is also much easier to
perform a particular common task on multiple cases
such as marking as complete (closed), removing,
reopening, printing etc.
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Select the filter option that will be used for
making the search. Available filters are:
- Keyword - search by specifying
keywords (free text search on all fields)
- Technicians - search in the
technician field only
- Problem Type - search in the problem
type field only
- Callers - search the specified caller
email in the caller field only
- Created By - search the specified
technician in the author field
- Case Origin - search by origin of the
support case (phone, email, task, appointment,
contact, web submission, webAccess)
- Assets - search by specifying asset
name
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The user interface (UI) of the selected filter. For
example, in the above screenshot, the technician
filter is selected in the 'search by' drop down
(point 1), and as a consequence, a technician drop
down list is available as the filter.
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Select what types of cases should be queried for the
search. Possible values are: Ongoing,
Resolved or Both
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Start the search.
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Print the current previewed support case. Printing
will use the print HTML template.
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Re-open the current previewed support case. This
button is only enabled if the previewed case is
already closed, otherwise, it is disabled.
Re-opening a closed case would move that Outlook
case from the 'Resolved Cases' folder to the
'Ongoing Cases' folder.
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Mark the current previewed support case as resolved
(closed). This button is only enabled if the
previewed case is still opened, otherwise, it is
disabled. Closing a case would move that Outlook
case from the 'Ongoing Cases' folder to the
'Resolved Cases' folder.
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Exit out of the search dialog.
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The result of the search - support cases (can be
both ongoing and resolved cases)
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The preview of the problem description of the
selected support case. It is read-only. |
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