Advanced case search allows you to create custom queries to find cases that match specified criteria. You can create fine-grained searches that extend beyond what is possible with basic search filters.
- All searches are case-insensitive.
- Spaces between elements of a search query are ignored.
- Searching is supported on fields and case parameters.
- You cannot directly search on comments, but a text search finds text in the case and task comments.
- You can search for standard and custom fields.
To access advanced case search:
- Select Case Management > Cases on the side menu.
- Select Advanced instead of Basic as the search options at the top of the page.
The advanced search field is now available for you to enter custom queries.
The advanced search field provides instant feedback about the validity of the query you enter. If the query is valid, a green checkmark is shown, as in the previous figure. If the search syntax isn't valid, a red alert icon is shown.
A simple advanced query is of the following form:
field (operator) “value”
status = “closed”
You can create more complex queries by using the boolean operators
or with parentheses added as needed.
assignee != "auto" AND (status = "done" OR status = "todo")
To specify the ordering of the results, include the
order by operator at the end of your query with the field and sort order (ascending or descending) specified. If sort order isn’t specified, the default sort order is based on the relevancy of the match.
The following example sorts the search results in descending order based on the
assignee=”peter” AND reporter=”john” order by created desc
The following fields are supported for advanced case search.
All the text in case title, case description, case comments, task title, task description, and task comments.
Current state of the case: Closed, Open, in Progress, or Todo (for tasks), and so on.
Importance of the case: Critical, Blocker, Medium, Low, Informational, and so on.
User the case is assigned to. Must be a complete username.
User who opened the case. Must be a complete username.
Date and time the case was created.
These date and time strings are interpreted as in the UTC timezone.
Type of reported issue: case or task.
Type of a case. For example, default or any customized name given while creating a case type.
Modified date of a case.
Matches if the field contains the indicated text string.
Can be used with case title, case summary, case comments, task title, task summary, or task comments.
Performing this type of search on a phrase is equivalent to an
finds the case with the title
Matches the current state of the case: closed, open, or inprogress.
Matches if the current state of the case is not the specified value.
Matches if the indicated comparison is valid. Applies only to the
order by asc
Orders the results with the value of the specified field in ascending order.
order by desc
Orders the results with the value of the specified field in descending order.
Applies the boolean
Applies the boolean
You cannot directly search on tasks, but you can search on the text in the task title, task description, and task comments. You can also find tasks by searching on the statuses
In Progress, or
Done as in this example:
Status = "done" OR status = "todo" or status = "in progress"
The following equivalent searches find all cases and tasks that contain the word threat in the case title, case summary, case comments, task title, task summary, or task comments.
text ~ “Threat”
Text contains “threat”
Text contains “THREAT”
The following search finds all cases and tasks with text that contains the words
interruption and that have the status
text contains “step service interruption” AND status = ”In Progress”
The following search finds all cases assigned to ava that were created between June 1, 2019 and July 30, 2019.
assignee = "ava" AND created >= "2019-06-01" and created <= "2019-07-30"
The following search finds all cases and tasks that are assigned to
ava and that were not reported by
assignee = ”ava” AND reporter != ”layla”
The following search finds all cases with text that contains the words
threat and with status that is
title ~ “keywords to find” AND (status = ”Open” OR status = ”In Progress”)
Updated 10 months ago