Searching for issues

Existing issues can be accessed using the issue search screen. This screen enables users to set search criteria in order to get the list of all the issues matching these criteria.

To open the search screen, go to Help Desk > Issue search from the top menu.

This search screen works just like all the other search screens available in Akuiteo. Search criteria are combined with AND operators: for example, you can search for all the issues associated with the A customer AND with an On hold status type.

Reference

For more information about searches in Akuiteo, refer to the Search and display.

Important

The partitioning by customer and company is checked when searching for issues and tasks. If you are partitioned by customer and/or company, the search results will only contain issues from companies or customers on which you are partitioned.

For more information about partitioning, refer to Restricting user access.

The issue search screen displays a simplified search interface, with only the relevant search criteria to simplify the process of searching for issues. This search screen makes it possible to search for tasks or issues, depending on the option checked in the Searched objects section.

The search screen only includes one standard tab, the Main criteria tab. This tab gathers all the necessary criteria to search for simplified issues.

The Main criteria tab contains the following sections:

Section Description
Searched objects Criteria to define which type of objects to search for.
Issue Criteria related to issues.
Task

Criteria related to tasks.

By default, the task status is set to In progress.
Status types Checkboxes to set the issue statuses to include in the search.
Project Criteria related to projects.
Sprint

Criteria related to sprints. An issue can be added to a sprint to manage the issue's life cycle inside the sprint.

If the Issues linked to sprint box is checked, search results display additional columns with information related to sprints. If an issue is associated with two sprints, search results will display two lines for this issue, one per sprint.
Other properties Criteria to search for customer references.
Multiple criteria

Multiple criteria to combine different criteria related to issues and tasks.

In the search screen, all the other criteria are combined with AND operators. However, these multiple criteria are combined with OR operators.

Example

You want to search for issues associated with the A customer, but only the ones with an "on hold" OR "resolved" status type. To do this:

  1. Enter the customer name in the Customer field of the Issue section.
  2. Select the ISSUE - Status code criteria from the drop-down list in the Multiple criteria section.
  3. Add the first status type ("on hold") using the help list, then add the second status type ("resolved") the same way.

    The two status types are displayed one after the other in the table of the Multiple criteria section.

  4. Start the search.

There are two criteria available in the issue search screen to search for issues from multiple companies:

  • The All companies checkbox in the Issue section makes it possible to display issues from all companies in the search results;
  • The ISSUE - Company criteria in the Multiple criteria section makes it possible to search for issues from specific companies.

Issues that belong to other companies are displayed in gray and in italic to visually separate them from the issues of the connected user's company. However, a user can only access the issues created for the company he/she is currently connected with.

Important

To open and manage issues from another company:

  • a user must have the appropriate rights to switch from one company to another by changing connection settings, and still access issues with the same rights;
  • a user must have a secondary user (associated with the other company) to switch from one company to another by changing connection settings, and access issues with different rights (but with at least the right to access the Help desk module).

When an issue search is done, the search results are displayed in the Result issues screen. From these search results, it is possible to edit multiple issues, tasks or custom data (associated with issues) at once.

1 Select one or multiple lines in the search results.
2 Right-click on the selection, then click one of the following options depending on the changes needed:
  • Edit multiple issues
  • Edit multiple tasks
  • Edit multiple custom data

The edit window opens.

Note

The fields available in the edit window depend on the option and the items selected. For example, the fields available to edit multiple issues at once are not the same as the ones displayed to edit tasks.

3 To change a field for all the items selected, check the corresponding box then enter the new value. To set a field to zero, check the box but leave the field empty.
4 When the fields are filled in, click Validate.

The selected items are edited all at once.

Important

If the box of a field is not checked, its new value will not be taken into account.

Note

In the edit window, the grayed-out fields cannot be edited for multiple items at once. A field can be grayed out if the lines selected are not relevant. For example, if you select multiple tasks with different task types, the Type field will be grayed out so you will not be able to edit it.

When an issue search is done, the search results are displayed in the Result issues screen. From these search results, it is possible to link a sprint to multiple issues at the same time.

The workload of a team can be managed using sprints. For more information, refer to Managing sprints.

Important

An issue cannot be linked to a completed sprint.

1 Select one or multiple lines in the search results, then right-click on the selection and click Link to sprint.

The Link the selected issues to a sprint window opens.

2 In the window, fill in the following fields:
Field Description
Sprint Select a sprint from the help list. This sprint will be linked to all the selected issues.
Stage

Select the start stage from the help list. This stage will be allocated to all the selected issues.

The issue stage shows the issue's progress inside the sprint.
Assessment Enter a value to assess the workload of the selected issues inside the sprint. This workload is determined by users depending on the team's needs: the workload's unit can be in days, in hours, in difficulty levels, and so on. The assessment will be applied inside the sprint to all the selected issues.
3 When the fields are filled in, click Validate.

The sprint is linked to the selected issues. The links are displayed in a table in the Linked sprints tab of each issue, as well as in the Linked issues tab of the sprint.