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Completed Multiple criteria in ticket filters

Discussion in 'Kayako product feedback and suggestions' started by Floyd, Jan 22, 2014.

?

Is this a good idea?

  1. Yes

    100.0%
  2. No

    0 vote(s)
    0.0%
  1. Floyd

    Floyd Member

    For the filters, it would be useful if we could choose the matching criteria to be mixed and matched, instead of "AND" or "OR".

    Here's an example

    Department Equal to Customer Support
    OR Department Equal to Technical Support
    AND Status Equal to Open
    AND Status Equal to On Hold

    This would display all "Open" and "On Hold" tickets from the Customer Support and Technical Support departments. As of right now it's either all or nothing.
     
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi Floyd,

    I agree it is not very user friendly with the current way the logic works, but you can make it kind of work the way you want, you just need to reverse the logic

    e.g.

    department not equal to Sales AND
    department not equal to BlahBlah AND
    Status not equal to closed AND

    ( making sure to mention all the departments you don't want it to match )

    Gary
     
  3. Tom Lesniak

    Tom Lesniak Established Member

    Another way to think about it is that the OR finishes the previous filter starts a new set of parenthesis.

    So this would make your seemingly simple filter into the following:

    Department Equal to Customer Support AND
    Status Equal to Open OR
    Department Equal to Customer Support AND
    Status Equal to On Hold OR
    Department Equal to Technical Support AND
    Status Equal to Open OR
    Department Equal to Technical Support AND
    Status Equal to On Hold
     
  4. Thunder7ga

    Thunder7ga New Member

    Being able to do more complex filters than just all ANDs or ORs is much needed.
     
  5. Pera Detlic

    Pera Detlic New Member

    Any info about when we can expect improvement of this filtering feature. We have a huge demand/need for this.
     
  6. Jamie Edwards

    Jamie Edwards Staff Member

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