The Saved Searches feature can be used to save and name
search criteria that are used frequently to create queues or “hot lists”.
Each time
the saved search is run, it returns the latest data from the current Workspace.
Saved searches
are available from the Display
drop–down box on the Homepage and from the FootPrints
Toolbar. More
information on creating saved searches can be found in the preceding topic
on Advanced Search.
There are two kinds of saved searches:
Personal
Searches—Personal
saved searches are viewable only by you and are accessed via the Display drop-down on the home page or by mousing over the Advanced search link. You can create personal queues
for your own assignments of different types, overdue Issues, assignments
with a due date for the next week, a follow-up date of today, etc. All
Agents have access to create and save personal searches.
Shared
Searches—Shared
searches appear in the Display
drop–down box for all Agent/administrator users in the current Workspace.
This is
useful for creating shared queues for different groups, departments, locations,
problem types, etc. Shared
searches can only be viewed, edited, or deleted by users with the proper
permissions.
Using Saved Searches
You can run, edit, or delete a saved search by mousing over the Advanced search link and then clicking Saved Searches on the menu.
To run a previously saved search:
Mouse over the Advanced search link and click Saved Searches on the menu that is displayed.
Select the search you want to run from either the Personal or Shared Searches drop-down.
Click the radio button
for Run
(this is the default).
ClickGO. The
results of the search are displayed in the main frame of the browser window.
To edit a previously saved search:
Mouse over the Advanced search link and click Saved Searches on the menu that is displayed.
Select the search you want to run from either the Personal or Shared Searches drop-down.
Click the radio button
for Edit.
Click GO. This
brings you to the Advanced
Search page. The
form is pre–filled with the search criteria from the saved search.
Make any changes
necessary.
To save the new search
criteria with the same name as the original, leave the name in the Save
this Search As text box as–is. To
save it as a new search, enter a different name.
When you are finished,
click GO. The
results of the edited search are displayed in the browser window.
To delete a previously saved search:
Mouse over the Advanced search link and click Saved Searches on the menu that is displayed.
Select the search you want to delete from either the Personal Searches or Saved Searches drop-down.