Filtering and Sorting the Queue

Your service record queue can get long quickly, especially at high volume. Filtering narrows it to the records you care about, and sorting changes the order they appear in. The two work together: filter to urgent Incidents, then sort by Due Date to see which is closest to breaching.

Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Using SysAid Lists.

Filtering the queue

There are two ways to filter: by choosing values yourself, or by describing what you want and letting AI apply it.

Quick filters

Assignees and Statuses sit above the queue. Click either one, then search for and select the values you want.

Column filters

You can filter by any column the queue displays. Hover over a column's name, click the filter icon, and select one or more of its values.

Column filters combine, so filtering several columns at once shows only records that match all of them.

Open Filters above the queue to select fields and conditions directly, for example, Status is Open, or Priority is Priority 1. The queue updates as you make each selection.

When you filter by a date field such as Due Date, you can select a single date or a date range.

Any quick filters you have already applied also appear here, so the Filters menu shows everything currently narrowing the queue in one place.

AI filter

The Filters menu includes a free-text AI field. Describe what you want to see, for example "Show all urgent Incidents assigned to me".

The AI interprets your request and updates the queue. It also updates the other filters to match, so you can see exactly how your request was applied and adjust it by hand from there.

Please note:
The AI filter depends on Assistive AI being switched on in your SysAid Copilot settings. If it's turned off, Agents won't see the AI field in the Filters menu. See AI Chatbot for Agents.

AI filter restrictions:
AI filtering works only with default fields. Custom fields are not supported.
Only simple OR conditions are supported, for example Status is Open or Pending.
AI filtering does not support date ranges.

Clearing filters

When any filter is active, the Filters button shows an indicator.

Clear All removes everything at once, including both manual filters and anything applied by the AI filter.

Advanced Filters

Please note:
Advanced Filters are not available in the Spaces queue. If your account uses hybrid mode, you can build them in Classic. See Use Advanced Filters in Hybrid Mode.

Sorting the queue

Click a column header to sort the queue by that column. An arrow appears on the header showing the direction. Click it again to reverse. Clicking a third time reverses it back rather than clearing the sort, so a sort stays applied until you sort by something else.

Sort by more than one column

You can sort by up to three columns at once. Hold Ctrl (Cmd on Mac) and click each additional column header to add it to the sort. Every column participating in the sort shows its own arrow, so you can see at a glance how many are in play.

The order you click in decides which wins. The first column you sort by is the primary sort, and each column you add after that only breaks ties within it. If you sort by Priority and then add Status, all the Priority 1 records stay together at the top, ordered by status among themselves.

Saving or discarding a sort

Sorting changes the current view, so Save and a Reset arrow appear above the queue once a sort is applied. Save keeps the sort as part of the view you're in, and Reset puts the view back how it was.

The arrow beside Save offers Save as, which saves the current setup as a new view rather than changing the one you're already using. See Creating and Managing Queue Views.

Filtering and sorting together

Sorting and filtering work together, and not just on the same column. You might filter Status down to Open, then sort by Due Date to see which of those open records is closest to breaching.

Both are limited to the columns the queue is currently displaying, so what you can sort and filter by depends on which columns you've added. See Configuring Queue Columns.

Next steps

Service Record Queue - what the queue is and how it's laid out
Working with the Service Record Queue - opening, creating, editing, and acting on service records
Configuring Queue Columns - choosing which fields the queue displays
Creating and Managing Queue Views - saving a configured queue for reuse

Documentation Index