Query Tickets

Clicking Campus Tools, Helpdesk, Helpdesk Tools, Query Tickets allows you to search for specific tickets within the current Helpdesk. (The current institution and Helpdesk appear on the title bar of this form.)

The exact fields that you can search by will depend on which fields were entered when the request ticket for this Helpdesk was designed. However, you can search based on one or more of the following system-defined fields that appear in almost every Helpdesk:

• Error message

• Ticket status

• Submitter

• Requestor

• Third party notify

• External user name, phone number, email address, and campus contact

• Request summary

• Request description

• Ticket priority

• Need by date (Be sure to enter the date in the format mm/dd/yyyy. Note that you must enter a 4-digit year.)

• Estimated completion time (in days, hours, and/or minutes)

• Building

• Department

• Room number

• Phone number

• Worker

• Worker status

• Owner

• Resolution note

• Technical note

• Private note

• Category of problem

After entering all desired fields, click Submit.

Note that the following fields use a dynamic list display: Submitter, Requestor, Third-party notify, Building, Department, Worker, and Owner. With a dynamic list display, as you begin typing characters, CNAV will dynamically display all entries that begin with those characters in the display field to the right of the entry field.

Also note that the search can be customized to look for matches that are Exact, Similar, or Empty (null fields) for the following items: External user (name, phone number, email address, and campus contact), Request summary, Request description, Error message, Room number, Phone number, Resolution note, Technical note, and Private note.

For more information about the system-defined ticket fields, read the descriptions of these fields given in the instructions for Entering a New Ticket.