Advanced Search

The advanced search feature gives you a flexible way to view the work items in your business area by allowing you to specify multiple different combinations of search criteria, letting you view your work item data precisely how you want to.

You can access the ‘Advanced Search’ tab from the Nav section. When you hover over the 'Advanced Search' option here, you'll also see a list of your Saved Views (if you have any), sorted in alphabetical order. You can easily created Saved Views from the Advanced Search feature so you don't have to enter your search criteria each time.

Note: Access to this Export feature is not switched on for standard Team Member and Team Leader Roles. To give users access to this feature, a Custom Role must be created via the User Management section of Builder, with the 'Can Export Advanced Search views to Excel' option switched on in the 'Advanced Search' feature access section.

Searching

To use the Advanced Search feature, enter your search criteria by setting its Field, Condition (e.g. Equals, Greater Than etc.), and Value against which to evaluate the Condition.

The table below gives more detailed information about the standard fields available in the system.

Field Name	Description of Field	Type of condition that can be used	Value
Action Type	This lets you search for Actions of a particular type.	Begins With Equals	Select from: Manual, Manual with Peer Review, Send Email, Send Email and Wait, Start Case, ABBYY OCR, Wait for Sub Cases to Complete, and Trigger External API.
Assigned To	This lets you search for work items based on who they are assigned to or whether or not they have been assigned to someone.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a worker
Context	This lets you search for work items with a specific context i.e. customer, contract, service	Equals	Select a customer, contract and service from the dropdown
Due	This lets you search for work items based on when they are due.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Select a date
End Date	This lets you search work items based on when they have been completed i.e. they have been marked as Closed.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Select a date
Has Been Reopened	This lets you search for work items that have been reopened from a Resolved state.	Equals	Select from Yes or No
Initial Request On	If a further work item has been created from an original request (when a Sub Case is created, when a Ticket is converted into a Case, when a Case or Action gets reworked, when an Action is created via the 'Start Action' option or when a new linked work item is created), this due date method captures the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request, as opposed to just the length of time an individual work item has been being worked on.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Select a date
Is Overdue	This lets you search for work items that are overdue.	Equals	Select from Yes or No
Last Reopened By	This lets you search for who last reopened a work item from a Resolved state.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a worker
Last Reopened On	This lets you search for the last time when a work item was reopened from a Resolved state.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Select a date
Last Updated By	This lets you search for work items based on the human/digital worker who last updated the work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a worker
Last Updated On	This lets you search for work items based on the datetime the item was last updated by a human/digital worker.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Select a date
Original Requester Email	This lets you search for work items based on the email address of the original requester of a work item, i.e. the person who initially raised the request.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Original Requester Name	This lets you search for work items based on the name of the original requester of a work item, i.e. the person who initially raised the request.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Owned By	This lets you search for work items based on the owner of the item i.e. the person who currently has ultimate responsibility for the work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a worker
Overdue By Days	This shows how many days or working days (depending upon the due date configuration) a work item is overdue by.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Enter the desired number of days.
Parent Process Name	This lets you search for work items based on their parent process e.g. searching for the name of a Case will return the Actions of the Case in your search.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a parent process
Parent Reference	The reference number of the work item which started this one, e.g. parent Case.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a reference number
Primary Contact Email	This lets you search for work items based on the email address of the primary contact of a work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Primary Contact Name	This lets you search for work items based on the name of the primary contact of a work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Queue	The work Queue which Cases/Tickets/Actions get sent to based on their routing rule.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a Queue
Reference	The unique reference number e.g. 101342-T.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a reference number
Requester Email	This lets you search for work items based on the email address of the requester of a work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Requester Name	This lets you search for work items based on the name of the requester of a work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Running	This lets you search for work items based on their status. Running work items are work items in a state or To Do, In Progress, Waiting	Equals	Select Yes if you want to search for work items that are in a state of To Do, In Progress or Waiting. Select No if you want to search for work items that are not in a state of To Do, In Progress or Waiting.
Schedule	This lets you search for Cases based on their schedule	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, select a schedule from the dropdown
Schedule Period	This lets you search for Cases based on their schedule period.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a schedule period
Schedule Structure	This lets you search for Cases based on their schedule structure.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, select a schedule structure from the dropdown
Schedule Year	This lets you search for Cases based on their schedule year.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	If the condition you have selected is Equals, Not Equal, Greater Than, Greater Than Or Equals To, Less Than or Less Than Or Equals To then enter a year. If the condition you have selected is Between, enter the two different years that you want to search between.
Service Line	This lets you search for work items based on the overall area of the business the work item runs under, e.g. ‘Payroll’.	Begins With Equals Is Empty Is Not Empty	Select a service line from the dropdown
Service Provider	This lets you search for work items based on the company delivering service for the work item, usually your company.	Begins With Equals Is Empty Is Not Empty	Select a service provider from the dropdown
Started	This lets you search for work items based on when the when the work item was started.	Equals Is Empty Is Not Empty Not Equal Greater Than Greater Than Or Equals To Less Than Less Than Or Equals To Between	Select a date
Started By	This lets you search for work items based on who started the work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a worker
Started By Method	This lets you search for work items based on how they got started, e.g. incoming email, automatic schedule, manually.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, select from: Workflow, Manual, Self Service, Robotics, Email, Ticket, Bulk Upload, Schedule, Linked Work Item
Status	This lets you search for work items based on their current status.	Equals Not Equal	Draft To Do In Progress Waiting Resolved Closed
Status Reason	This lets you search for work items based on their current status reason.	Equals Not Equal	Action Unable to Complete All relevant Actions completed All Split Tickets Completed Blocked By Business Rule Cancelled Completed Failed Feedback Received Feedback Window Passed File not found during IDP extraction Marketplace not configured New Information Received Newly Created One or more Actions not completed successfully Previous Step Completed Reopened By Resource Rework Schedule Date and Time Reached Sub Case Completed Sub Case Cancelled Sub Case Not Yet Started Timeout Unknown Updated by Enate Updated by Enate (as End Case Action reached) Updated By Integration Updated By Resource Updated By Support Team Waiting for Human Validation Waiting for Marketplace
Subject Email	This lets you search for work items based on the email address of the subject of a work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Subject Name	This lets you search for work items based on the name of the subject of a work item.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter the name of a contact
Ticket Category Level 1	This lets you search for Tickets based on their Ticket category level 1 i.e. the highest level of Ticket categorisation e.g. ‘Healthcare Request’.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a Ticket Category Level 1 value
Ticket Category Level 2	This lets you search for Tickets based on their Ticket category level 2 i.e. the next level of Ticket categorisation e.g. ‘International Travel Coverage’.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a Ticket Category Level 2 value
Ticket Category Level 3	This lets you search for Tickets based on their Ticket category level 3 i.e. the most detailed-level of Ticket categorisation e.g. ‘Eligibility Query’.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a Ticket Category Level 3 value
Title	This lets you search for work items based on their title - a brief text description of the work item, often the subject of the original email.	Begins With Equals Is Empty Is Not Empty	If the condition you have selected is Begins With or Equals, enter a title of the work item
Wait Type	This lets you search for work items based on their wait type i.e. if they have a wait type of 'Waiting for more information', etc.	Equals Is Empty Is Not Empty Not Equal	External System Pause Related Work Items Wait for more information Wait Until
Work Item Type	This lets you search for work items based on their work item type i.e. if they're a Ticket, Case or Action.	Equals	Select Case, Ticket or Action

You can also select Fields based on any custom data fields that have been configured in your system, excluding custom data tables.

You can add as many additional sets of conditions as you wish by clicking on the green plus icon.

Once you have entered your search conditions, click Search to reveal your search results. Your total number of search results will be shown at the top of the grid.

Choosing which data to see in Search Results

As with your Work Inbox and Owned work grids, you can choose which data columns you wish to see or hide in your search results grid by clicking on the Cog icon above the Search Results grid.

A ‘Display and Columns Settings’ popup will appear, allowing you to select which data columns you would like your search results to display.

Note: These custom data column preferences will stay the same when you do multiple searches, and when you next log back in.

Grouping and Ordering

You are also able to Group and Order your search results by selecting your Group By and Order By preferences from their respective dropdown lists.

Note: Only a single grouping criteria can be specified, and results will be loaded when you click on and expand an individual group.

Saving Your Advanced Searches

You can also save your Advanced Searches as views which allows you to call them up again whenever you want. There is no limit to the number of views that you can save.

You can access your Saved Views by clicking on the Saved Views link.

Here you can search for a specific Saved View and rename and delete your Saved Views.

You can copy the name of your Saved View by clicking on the copy button on the tab:

Exporting Advanced Search Views into Excel

You can export your views data from your Advances Searches into Excel. Watch this video to find out more:

To export your views data into an Excel spreadsheet, enter your search criteria in the Advanced Search page and then click to 'Switch to Export'.

This will show you a list of all of your previously exported files, as well as when they were downloaded, the size of the file, the total number of rows in the file, when the file export was requested, when the export began and when it was completed.

Before you export your search, you can edit the name of the file it will be exported as.

You can also adjust which columns you would like to view in your excel export by clicking on 'Select columns'. The columns selected in your search will be automatically selected, but you can adjust your selection here too.

Then click to 'Export'.

Your file will appear as a new row in the Exported Files section with a 'queued' icon next to it. Click to refresh the grid.

Once refreshed, the icon will change to a green single tick to show that the export is complete.

If there has been an error in exporting the file, a red warning icon will appear next to it.

You can download the file by clicking on the file name.

Once it has been downloaded, the icon will change to a green double tick to show that it has been downloaded.

The time and date that it was downloaded will then appear in the 'Downloaded On' column.

The data from your Advanced Search will have been exported into a .xlsx file, including the column titles selected.

Please note that in this initial release, column titles will only appear in English. They will be localized in a future release.

Additionally, please note that you can export up to a maximum of one million rows.

Column names in the exported file are different to the names that are displayed in the UI in the Advanced Search page.

Copy/Paste into Excel

You can copy and paste information from the Advanced Search grid into an Excel spreadsheet by selecting the information you want to copy and using Ctrl C and Ctrl V. The information that is copied and pasted includes any applied filters. The column titles will automatically be copied and pasted as well.

You are also able to to copy and paste all of the information from the Views grid by using Ctrl-A.

Note: only information that has loaded in the Advanced Search grid will be copied across.