Knowledge Base and Ticket Search

When ticket page (both Restricted Mode (Simple mode) and Edit Mode (Advanced mode)) is loaded, a search box is displayed in the upper right corner of the screen. Use CTRL+F3 to shift focus to the search field where you enter a keyword in the search box and press enter or click on search icon to execute the search action. Search result is presented in the other two parts; Tickets and Articles.

Search automation function can be enabled when you create a new ticket and type in ticket´s Subject field. Search is executed directly when you enter text in the field. The function is activated in Users Profile Settings. This setting contains three options to define search. These options are:

•  Enable KB search: Enabling this option starts automate search in Knowledge base articles when you enter text in Subject field.

•  Enable Ticket search: Similar to KB search, if this option enables search in tickets. Tickets containing the search text are displayed as result as soon as you enter text in Subject field in ticket form.

•  Use Category filter in Ticket search: This option filters search for tickets based on matching Category. If you first select a Category in ticket form (Category field in left panel), then only tickets that belongs to the selected Category is displayed in tickets result when you enter a keyword in Subject field. Note that this option can be enabled only if Enable Ticket search is enabled using above option.