Filter Ticket

The ticket filter offers a range of options to help you narrow down the list of displayed tickets. You can specify a cycle, define a start and end date, and select a particular ticket state to focus on the tickets most relevant to your needs.

The icon is displayed whenever a filter has been adjusted and saved for the search. Changing settings and saving the new settings deactivates the previous settings of the filter dialog.

  1. Click on the icon to open the filter settings.
  2. The following window appears.
Filter Ticket

Legend

Option / Function

Description

1

Cycle

The Cycle limits the period of time for which tickets are displayed.

  1. Select a time period for your ticket search.
    You can choose any cycle ranging from a single day up to an entire year.

2

Start Date

A fixed Start Date can be set for an individual period.

  1. Select a start date by clicking the calendar icon and choosing the desired year, month, and day.

3

End Date

A fixed End Date can be set for an individual period.

  1. Select an end date by clicking the calendar icon and choosing the desired year, month, and day.

4

View Closed Tickets

When this box is checked, tickets that have already been processed and closed will be displayed.

5

State

The State can be filtered according to different states.

  1. Click on the dropdown list and select a state:
    • New: The ticket has been newly created and is still in it's initial phase. No processing has started yet.
    • In Progress: The ticket is currently being worked on. A responsible is actively analyzing or resolving the reported issue.
    • Queued: The ticket has been assigned to a queue and is waiting to be picked up. It has not yet been assigned for active processing.
    • Waiting: The ticket is in a waiting state, for example because additional information has been requested or further input is needed. Processing is temporarily paused.
    • Queued RnD: The ticket has been forwarded to the Research & Development (R&D) department and is waiting in their queue to be processed by the R&D team.
    • Waiting for Software Release: A solution for the ticket has already been developed and tested, but has not yet been deployed to the production environment. The ticket remains in this status until the relevant software update is released.
    • Reopened: The ticket was previously closed but has been reopened, for example because the issue has recurred or the solution was not successful.
    • Resolved: The ticket has been resolved, meaning a solution has been provided and the issue should be fixed. It may still be awaiting final confirmation.
    • Solved: The ticket is fully completed and considered definitively solved. No further action is required.
    • Canceled: The ticket has been canceled, for example because it was found to be irrelevant, a duplicate, or created by mistake. No further processing will take place.
  1. Click on the button Search to search with the filter settings.
    Click on the button Save to save the settings.
    Click on the button Reset to reset the filter settings.