Filter the Queue

Service Records can be filtered according to criteria of choice — to display a selective set of Service Records, according to your use-case and preferences.

Requirements
SysAdmin or Admin permissions

The Queue’s Grid layout allows you to utilize Queue Filters and Columns for effective workload management and prioritization.

Filtering options include:

Quick Filters
Column Filters
Static Filters

Use Quick Filters

You can apply Quick Filters (Assignee and Status fields) to refine the Queue according to what you're looking for.

To filter the Queue using Quick Filters, click on the Assignee or Status Filters, and search for and select the desired Field value(s) from the Droplist.

Assignee and Status Filters

Filter the Queue by Assignees (including Groups), and by multiple Statuses.

Column Filters

Filter one or more individual Columns within the Queue

You can add additional Filters to the Queue content by filtering individual Columns by one or more of their Field values.

To do this, hover over any displayed Column’s name and click the icon.

You can select multiple Column Filters and apply them directly from the Queue, which then displays a combined result of all filtered values.

Use Static Filters

You can create and add Static Filters to List Views you configure, so that the List View exclusively shows Service Records that meet certain criteria, yet without using Advanced Filters.

Static Filters are currently available in the Hybrid Admin Portal (General Settings).

To add/apply a Static Filter to your Hybrid Queue, please contact Support.

View Results

See which Advanced Filters & Column Filters are active in the Queue

Columns you filter by will be indicated as such in the Queue Grid (filter icon) and in the Filter Bar (gray chips).

Clear Filters

You can clear Column filters using any of the following methods:

Droplist

You can clear any active filter using the Droplist by clicking the Column’s filter icon and deselecting the field value(s) or by clicking “Clear all”.

You can use this method to clear both Column Filters and Quick Filters.

Filter Chips

Grey Filter chips appear in the Filter Bar when Column Filters are active.

When a Column is filtered by multiple values, all values are listed in a tooltip on hover.

You can clear any active Column Filter by clicking the X in its corresponding Filter chip (Quick are represented by white chips) in the Filter Bar.