Searching & Reporting
So you have a repository of support request cases
logged into an exchange folder. As the number of logged
cases multiplies, finding the right information at the time
of need is crucial for helpdesk team. For example, more so
then often, technicians would require to query information based on particular cases, assets, callers etc. Hence, a
comprehensive search capability with rich filter sets and
techniques are imperative. But the inbuilt Outlook search
functionality provide few options to search non-default
fields (i.e., custom fields) and is only good to search the
subject of the support requests. So to overcome this handicap, SupportCalls implements its own search feature with support
for diverse usage scenarios like search on all helpdesk
fields as well as description body or search based on predefined list (such as caller,
technician, department etc). Results of search performed
from within the SupportCalls toolbar (in case folder) are
displayed in the folder view whereas results performed via
the 'search dialog' are shown in a separate window.
Also read more..
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