Filter the Queue
  • 05 Feb 2024
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Filter the Queue

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Article Summary

Service Records can be filtered according to criteria of choice — saving time by only seeing those eliminating extra time spent relevant to your immediate needs.

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

Filtering options include:

  • Advanced Filters

  • Column Filters

Requirements

Admins can filter the Queue Grid and its Columns

Filter by Assignee and Status

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

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

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

Filter by Column

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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. 

View Filter Results

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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).

Filter Chips

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

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

Clear Filters

You can clear Column filters using the:

Using the 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 Advanced Filters.

Using the Filter Chips

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


What's Next