Filter the Queue
    • 20 May 2024
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    Filter the Queue

    • PDF

    Article summary

    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.


    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:


    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.

    What's Next