Question
How do I easily locate the right person if I want to add Requesters, CCs, or Followers, when creating a ticket?
Solution
The Requester, Follower, and CC fields let you search with advanced search options. You can filter results by user property keywords by enclosing property keywords in quotes when searching. To better understand how to perform those searches, see the examples below.
- Search by a user's role
- Search by a tag on the user's profile
- Search by group
- Search by organisation
- Search by a custom user field
Search by a user's role
To search by a users role use the role:"name of the role".
Search by a specific tag on the user's profile
To identify users with a specific tag on their profile use tags:"your_tag".
Search by group
To search for users who are members of a specific group, use group:"your groups name" and then select the respective group member.
Search by organization
To search for a user that is a member of a specific organization, use organization:"name of the organization".
Search by a custom user field
To filter by custom user fields you must locate the field key for the user field in question and then specify the value you're searching for in that field. Use the structure field_key:"field value".