In the "Archive" menu item, you can search for tickets using a comprehensive search mask.

The incoming and outgoing lists only show tickets that

• can be edited by you (incoming list) or
• are owned by you (outgoing list)

Tickets that do not meet these conditions - e.g. tickets you have completed but are not the owner of or tickets you have archived - are not visible there. You can also find these tickets in the archive search.

You have two search options in the search mask:

• search for a ticket ID if you are looking for a specific ticket with a known ID. Use this option if, for example, a customer tells you their ticket ID on the phone.
• search for other ticket details and keywords

Search for ticket details

Keyword search

All tickets in todo4teams are full-text tagged, i.e. a full-text index is created from the title, description, form values, hidden ticket properties and texts in the file attachments.

You can search for these keywords using the "Keyword" field. Note that you cannot search for parts of words: If you search for "tree", for example, a ticket that contains "apple tree" will not be found.

Placeholder

If you want to search for the beginning of the word "tree", enter "tree*" as the search term. The placeholder * stands for any end of text. It can only be at the end of a search term.

Further ticket details

If you leave the keyword field blank, the full text will not be taken into account.

All search criteria are "and-linked", i.e. during the archive search, todo4teams makes sure that all search criteria are met.

Restrict the search to reduce the number of hits:

Date filter

Activate the date filters "Creation", "Start" and "End" to limit the search based on the timestamps of the ticket:

• "Creation": This date interval refers to the date the ticket was created
• "Start" refers to the date on which processing began
• "End" refers to the date on which the ticket was closed

For example, if you are looking for a ticket that you completed the previous day, use the date filter "Date interval end".

Recipient

If you know the recipient of the ticket you are looking for, select "Teams" or "Users" (if the ticket was addressed personally) and select a list entry.

Owner / Editor

Use the search filters Owner/Recipient if you know which user owns the ticket or who edited it.

Priority

If you know what priority a ticket you are looking for had, set this filter.

Status

If you want to limit the search to open, blocked, rejected or closed tickets, set this filter.

Maximum number of hits

You can limit the number of hits in the "Maximum number of results" field. The maximum number of hits allowed is set by the server property MAX_SEARCH_RESULTS. The default value is 500 hits.

Hit display

Select a hit entry to display the ticket details.

Hit actions

You can perform different actions on the tickets found. Click on the "..." button to open the action menu:

Copy

Select Copy to resend an exact copy of the ticket found, e.g. if you want to have an identical request processed again. In the following dialog you have the option of editing the details of the ticket.

Successor

As with the copy, you create a new identical ticket here. The new one remains linked to the displayed ticket in a workflow. Use this option if the new request should be linked to the old one to form a common history.

Ticket route

In the ticket details you can see the owner and processor of the ticket, but not any interim rejection, a more complex workflow or whether the ticket was created from a received email or a web service call, etc. The ticket route shows you the processing path of the ticket with all timestamps:

Resend emails

You can resend reply emails from tickets found in the archive if necessary, e.g. if a customer complains that they have not received an email:

In an archive hit, switch to the "Mails" tab (if available), select the relevant message and click on the icon :

To open the email creation dialog again and For example, you can correct the recipient address and resend the email.

.