Views: is it possible to search open tickets by number or organize them by ticket number?

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Problem Type : Features
Problem Category : Public Folder HelpDesk

The search feature in the PF Helpdesk homepage is based on free-text, i.e. it searches for matching text in all the fields currently available in the view. So when you type in say 105 and make a search, the view will display all tickets that have the text 105. This can be a ticket ID field having 105, but it can also be a subject field having '105 is my lucky number'.

The views are a also good way to do a search. To use Ticket ID for organization you must first make it visible in the PF HelpDesk homepage:
  • for Outlook 2007 select Views >Current view >Define Views
  • for Outlook 2003, use the Outlook View Editor, which can be found under View >Arrange by >Current View >Define views.
Choose 'Fields'. In the drop down list 'Select available fields from', select 'HelpDesk.Ticket.8'. Then you can see the PF HelpDesk fields and select Ticket ID. Click OK and the Ticket ID shows in the 'Arrange by' field.

When you click 'Ticket ID' the tickets get sorted by ID. When sorting a numeric field, be aware that Outlook performs the sorting using the first digit. If the first digit is similar, then by the second and so on.
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