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6.1. Filters Overview

Filters are custom-created views of requests. Each filter has a set of criteria, defined by the creator using specific conditions that requests must meet to be returned in the results set. Filtered views can be created for use by various groups of Users. The filters button can be found just below the top navigation, above the request grid, in the Workspace.

Defining Conditions

When creating a filter, Users can define an infinite number of conditions, and combination of conditions, that requests must meet to be included within that view. Conditions are based on individual elements of the request, Customer, or actions taken on a request. Users must define if the requests should match any or all conditions provided for the filter.

For each condition there is a means to define the value, via either a drop-down or text field. Each condition provides an additional drop-down for selecting the operator (for example: greater than, less than, is/is not) to define how the specified value is applied.

For more advanced filter creation, sub- or nested groups of conditions can be created using the advanced condition of ALL/ANY of the following are true. When either is used, nested drop-downs will appear where the sub-condition group is created.

Filter Conditions

Customer Information

• Customer ID
• Email
• First name
• Last Name
• Phone Number

Request Details

• Request ID
• Assigned to
• Category
• Status
• Open/Closed
• Is Urgent
• Is Not Urgent
• Reporting Tags
• Opened By
• Email Subject
• Contact via
• Mailbox
• Portal

Custom Fields

• Checkbox
• Dropdown
• Drill Down
• Date & Date/Time - Less than, greater than, various time periods (past 30/60/90 days), etc.
• Text Boxes
• Etc.

Search

• Request history full-text search for _____

Date and Time

• Relative Date Since Opened
• Relative Date Since Closed
• Minutes since opened
• Minutes since closed
• Minutes since last update
• Minutes since last public update
• Minuets since last customer update
• Minutes since first response (all hours)
• Request Updated
• Request Publicly Updated
• Customer Updated Request
• Opened Before Date
• Opened After Date
• Closed Before Date
• Closed After Date

Assignment Chain

• Reassigned from/to
• Was ever assigned to
• Reassigned by - includes all users plus settings for the system and whichever user is logged in

Other

• Number of public updates
• Last public reply from
• Updated by (use with other conditions)

Advanced

• ALL of the following are true - allows you to create nested conditions
• ANY of the following are true - allows you to create nested conditions
• Customer “where” clause (SQL)

Integrations

• Thermostat NPS Score
• Thermostat CSAT Score
• Has Thermostat Feedback

Testing Conditions

To test the condition(s), Users can hit the Run filter button just below the conditions box. The results will truncate to show only the first 30 requests in the results set. However, the top of the results set shows the number of requests that match the condition(s) set. To see all requests, check the Show all Results box prior to running.

The results will return based on the preferences set in the Save filter box to the right of the screen. To see the results set, with the desired preferences (such as columns and sort) included, set preferences before running the test.

Once a User is satisfied with the conditions set, as demonstrated through the results presented in the testing, they can move to the final steps of setting preferences and saving.

Options

Viewing

As mentioned in a previous chapter, all filtered views are displayed and accessed via the left navigation (nested or individually listed).

Editing

Administrators and the designated creator can edit a filtered view. The link to edit can be found under the options link within the request grid layout of the filtered view. Once clicked, Users will be brought to the filter creation/modification page.