Sort and Filter
  • 07 Sep 2023
  • 2 Minutes to read
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Sort and Filter

  • Dark
  • PDF

Article Summary

Sort and Filter the Queue 

 The Queue allows you to oversee your Service Records in a structured format of a Service Desk Queue Grid. 

This layout allows you to utilize Queue Filters and Columns for effective workload management and prioritization.

This document provides an overview of how to:

Sort Columns

Sort the Queue by a Column


You can sort and sub sort Queue Columns in either ascending or descending order. This allows for better organization of Service Records to narrow your results according to relevance. 

To sort a Column in ascending order, hover over the Column name and click the [arrow icon] once. 

To sort a Column in descending order, hover and click the [arrow icon] a second time.

To cancel the sorting, click the [arrow icon] a third time.

You can choose the sorting method that will be most beneficial to your SR Resolution needs:

Sort by one Column

This method allows you to sort one Column at a time. 

To sort the Queue by one Column, hover over its Header and click on the [show icon] icon.

Sub sort by Multiple Columns

Sub sorting involves sorting the Queue an additional time once it's already been ordered (sorted) by one Column. 

For example, once you’ve sorted the Queue according to the Priority Column, you can then sort the Priority-based order according to Date. The final result will display the Service Records according to Priority-level, in chronological order.  

To sub sort Columns, hover over a second Column Name and its sorting arrow icon. Press CTRL while clicking the icon simultaneously, and the Service Records will be subsorted based on the two Columns you've chosen

The first sorted Column is marked with a [1 icon], and the sub sorted Column is marked with a [2 icon].

Filter the Queue

Filter the Queue using Advanced Filters


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 a Column

Filter a Column


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 [filter icon] 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

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

Filter Icon

The filter icon [show icon] appears next to a Column’s name when its Filter is active.

Filter Chips

Filter chips appear (in grey) 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:

Clear Filters 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.

Clear Filters using the Filter Chips

You can clear any active Column Filter by clicking the [icon] in its corresponding Filter Chip in the Filter Bar.

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