Searching Ticket in the Advanced Mode

This functionality allows to refine the ticket search through filters.

Before getting started

To make an advanced search of tickets, it's necessary to:

Previously register a ticket and have opened calls, in any situation;

Set the parameters: 40, 41, 261, 260 with the default value 1-List without Restriction;

Set parameter 343 with default value "Y";

Set Parameter 378. If the user informs the value 0, the system will always download in background. If the user leaves the field blank, the system limits the download in the background to five thousand records. If the user places a value greater or less than five thousand records, the system considers the value entered by the user.

Procedure

Access the functionality Ticket Management through the main menu Processes > Request and Incident Management > Service Request and Incident;
Click the menu button located in the upper left corner of the screen and then on "Advanced Search";
Complete the fields with the information you want. Remembering that the effectiveness of the search depends on following some rules of permission by the filter, for example: execution, delegation, monitoring, visualization, user group, contract link, units and employee logged in. Therefore, if parameter 61 is enabled, only will be availabe the units linked to the contract, to which it has links with the groups in which it belongs to;
Click on "Search";
Choose one of the formats of the file (PDF, XLS and CSV) to generate the report. After choose the format, the system verifies the parameter 261 and if it find a register greater than the amount allowed, it will present the following message:
- "The amount of registers found exceed the maximum amount allowed for viewing. Please, redefine the search filters";
However, if the amount of registers returned in the search is less than the limited in the parameter 261, the system verifies the configuration of parameter 378;
It's verified the amount of registers to generate the report in background, if the amount is greater than the amount parametrized, than the system will present the following message:
- "The report is being processed. A notification will be sent to you when it's ready"
In case the file to be created is too long, the system triggers a notification in the main screen, informing that its download is finished. When finished, click on "View" to access the report through the link available.