Get filters to work with custom fields?

[FinalMotive]

How do I get the filters to work with my custom fields?

I need to be able to quickly filter my helpdesk based on input in a custom field during ticket submission. But when I set up my filters, the only one that's working is the one based on department. My other rules are ignored because they're based on two custom fields.

The drop-down only gives the "contains" option, not the equal, and even if I restrict the "contains" to a word only found in one choice from my custom field, it's still showing me everything in that department.

I definitely have the filter set to meet ALL criteria, but the only one it's looking at is the department.

We're using version 3.20.02 Stable. If filters can't be used with custom fields - even though it gives you those fields as an option, it all but makes this software useless for us. Does anyone know what I'm doing wrong?

Thanks!

[FinalMotive]

Brief update (not a resolution) -
I created a filter based on a custom field. I then edited it to include additional criteria based on status and department. That filter is working correctly.

So at this point, it at least appears that you can filter by custom field as long as only one of your criteria is for a custom field. In my case, I need to filter by two different custom fields, and it is not processing those correctly.

I will continue attempting various ways of creating filters to see what work-arounds I can find. But if anyone else has any information about this, I'd be interested in hearing it.

Thanks!

[CP support]

Originally Posted by FinalMotive

Brief update (not a resolution) -
I created a filter based on a custom field. I then edited it to include additional criteria based on status and department. That filter is working correctly.

So at this point, it at least appears that you can filter by custom field as long as only one of your criteria is for a custom field. In my case, I need to filter by two different custom fields, and it is not processing those correctly.

I will continue attempting various ways of creating filters to see what work-arounds I can find. But if anyone else has any information about this, I'd be interested in hearing it.

Thanks!

had a similar issues, posted an Emergency ticket, since it was critical, after useless communication back and forth for several days, I change the complete approach so I wasn't dependent on their help anymore and two days after that I got the response "I made a few more tests and found that the filters are not working with "AND" criteria. I shall be discussing it with the developers and will update you as soon as possible."

The ticket is in 'deferred', this is how important it is.

hope you found a solution not relying on custom fields.

[John Haugeland]

Deferred generally means "this is believed fixed in the next version and needs to be rechecked at next release".

[djbradley]

I read some issues about this and I currently have the same problem and was hoping the new version would fix this problem. I have to filter on multiple custom fields but only the first custom field in the filter gets looked at. Thanks. DJ Bradley