How do I create a selection of requests, and what do the request criteria mean?

To create a new selection for requests, follow the steps below:

1. Click on the Find button (1) and select Find Request (2)
   
   
    
2. You will see a screen with pre-defined criteria for the Find Request search. You can use this screen to search for the requests by adding items that you want to search for.
   
   
    
3. At the bottom of the criteria list, you have the option to Add criterion. Click it if you want to include more criteria in your selection.
   
   
   
   The following list explains all available search criteria and what they stand for:

• Access level: External or internal access level
• Author: External person's name in a message
• Category: Categories in the system
• Category ID: The database ID of the category
• Closed at: The date and time when the request was closed
• Content: Freetext search to search for words inside messages
• Created: The date and time when the request was created
• Created by: Whom the request was created by
• Created by - Primary group: The primary group of the user who created the request.
• Created by flow: Filter requests created automatically by a flow.
• Deadline: Deadline for the request
• First read by owner: The datetime for when the request was first read by the current owner.
• First read by user: The datetime for when the request was first read by a user.
• Has attachment: If the requests have attachments (yes or no)
• Internal status: The status of the request from the status list (not the same as system status)
• Language: The language of the first external message
• Last changed: The date and time the request was last modified
• Number of messages: Number of messages in a request
• Number of replies: Number of replies on a request internally
• Origin: Source of the request (Unknown, E-mail, SMS, Fax, Phone, Facebook, Twitter, Internal, Customer Center, eMarketing, Automatic, Chat, Form) 
• Owner: Owner of the request (internally)
• Owner - Full name: Owner's full name 
• Owner - Primary group: Shows requests owned by users who belong to the chosen primary group.
• Postponed to: The date and time the request is postponed until.
• Priority: Priority of the request
• Priority ID: The database ID of the priority of the request
• Read: Read status of the request (Read by owner, new information, not read by owner)
• Read by contact: The date and time when the request was read externally
• Read by owner: The date and time when the request was read internally
• Real time externally: The total time, within 24x7 hours, the request has been in an external waiting status (configurable), not including the current state
• Real time in queue: The total time, within 24x7 hours, the request has been in a queue status, not including the current state
• Real time internally: The total time, within 24x7 hours, the request has been in an open status (configurable), not including the current state
• Real time to close: The time between when the request was created and when it was closed. Calculated 24x7
• Real time to reply: The time between when the request was created and when it was replied to. Calculated 24x7
• Replied at: The datetime for when the request was replied to. I.e., the first external message added to the request
• Request ID: The request ID of the request
• Request type: Filter requests by their assigned request type
• Sentiment: The indexed AI set sentiment of the last external message in the request
• Sentiment confidence: The confidence value of the AI set sentiment of the last external message
• Status: The database/system status of the request (Active, Closed, Postponed, Deleted, etc.)
• Status ID: The database ID of the internal status from the status list in request settings.
• Suggested category: The category that the AI categorization tool suggested for the request
• Tags: The tags assigned to the request
• Time spent: Sum of time spent by users creating all messages in the request
• Time spent externally: The total time within the request priority's timeframe that the request has been in an external waiting status (configurable), not including the current state
• Time spent in queue: The total time within the request priority's timeframe that the request has been in a queue status, not including the current state
• Time spent internally: The total time within the request priority's timeframe the request has been in an open status (configurable), not including the current state
• Time to close: The time between when the request was created and when it was closed. Calculated based on the request priority´s timeframe
• Time to reply: The time between when the request was created and when it was replied to. Calculated based on the request priority´s timeframe
• Title: Title of the request 

Note! Additional criteria may appear in the list when custom fields are added to requests.

 

More information:

FAQ: How can I see all our requests in all categories in SuperOffice Service?

Docs: ticket Table