Filters - All Tickets
After starting the Racer 4biz app, we can access the "Tickets" screen, and, next to it, we have 3 options to visualize the tickets: My Tickets - where it is possible to perform actions on tickets opened by yourself; All - where the agent has access to tickets they have to solve; Approval - where profiles with approval permissions can do their work.
In this document, we will cover all the available tickets to the agent under the option "All", where they can see all the tickets waiting to be solved.
Before getting started
Install the app Racer4biz for Android or IOS;
Have a valid user profile on the system;
Procedure
Start the Racer 4biz app and access the page "All" to see all the tickets, and then click the filters icon to see the available filters to these tickets. There are a few options:
Filter | Description |
|---|---|
Ticket Number | By selecting this option, the ticket screen is ordered by the number of the tickets, descending by default |
Date/Time Limit | By selecting this option, the ticket screen is ordered by the expiring date of the tickets, ascending by default. |
Date/Creation Time | By selecting this option, the ticket screen is ordered by the creation date of the tickets, ascending by default |
Ascending or Descending | Radio button that can be combined with the previous 3 options |
Then we have the options to filter by the status of the ticket, where we have:
In progress: By selecting tickets in progress, you will see a list with all tickets in this situation, composed by:
1. Type of demand, that can be: request, incident or procedure;
2. The description of the activity of the ticket;
3. The number of the ticket;
4. The situation of the ticket. Example: In progress;
5. If it is within schedule;
6. The description of the flow task, example: Receive/attend;
7. The description of the pripority of the ticket, example: Low.Closed: By selecting closed tickets, you will see a list with all tickets in this situation, composed by:
1. Type of demand, that can be: request, incident or procedure;
2. The description of the activity of the ticket;
3. The number of the ticket;
4. The situation of the ticket, that is always closed;
5. If it is within schedule;
6. The description of the flow task, example: Receive/attend;
7. The description of the pripority of the ticket, example: Low.Canceled: By selecting canceled tickets, you will see a list with all tickets in this situation, composed by:
1. Type of demand, that can be: request, incident or procedure;
2. The description of the activity of the ticket;
3. The number of the ticket;
4. The situation of the ticket, that is always canceled;
5. If it is within schedule;
6. The description of the flow task, example: Receive/attend;
7. The description of the pripority of the ticket, example: Low.Suspended: By selecting suspended tickets, you will see a list with all tickets in this situation, composed by:
1. Type of demand, that can be: request, incident or procedure;
2. The description of the activity of the ticket;
3. The number of the ticket;
4. The situation of the ticket, that is always suspended;
5. If it is within schedule;
6. The description of the flow task, example: Receive/attend;
7. The description of the pripority of the ticket, example: Low.Solved: By selecting solved tickets, you will see a list with all tickets in this situation, composed by:
1. Type of demand, that can be: request, incident or procedure;
2. The description of the activity of the ticket;
3. The number of the ticket;
4. The situation of the ticket, that is always solved;
5. If it is within schedule;
6. The description of the flow task, example: Receive/attend;
7. The description of the pripority of the ticket, example: Low.After the option to filter tickets by status, we still have the following options:
Filter | Description |
|---|---|
Number | When you inform a valid ticket number on this field, you will see a screen with only the informed ticket. If you inform a number that does not exist on the database, you will see a screen with the information: "No records found" and a "Add Ticket" button, which will open the ticket creation screen. |
Executor Group | This option will show a list with the executor groups. By selecting one of the groups, the ticket screen will show a list with only the selected group tickets. |
Assignment | By informing the name of the assigned agent, you can see a list with all the tickets assigned to that agent. |
Solicitor | By informing the name of the solicitor, you can see a list with all the tickets from the informed solicitor. |
Unit | This option will show a list of all the registered units. By selecting one of the units you can see a list with only the selected unit tickets. |
At the end of the page, we have two options to apply the filters or not:
Option | Description |
|---|---|
Erase Filters | Option to erase all the selected filters. All changes will go back to the system default |
Filter | Filters the list according to the selected parameter |
🖊 Note: The selected filter options will remain after closing the app and opening again. To use new options, it is necessary to erase your preferences.