2.4. Searching Problems

Motadata gives you two broad ways to search Problems in the Problem List View.

• Using custom and predefined filters.

• Using a search bar.

2.4.1. Using a Search Bar

Motadata allows you to perform an Advanced Search using various combinations of predefined search options and keywords. If you want to see the list of available options, then click on the search box. You can select an option or multiple options from the drop-down list.

You can also search Problems with keywords in the search field. When you provide a keyword, the module searches all the Problems with the keyword in Subject, Description, Tags, Symptom, Root Cause, Requester Email, date parameters and ID fields. All matched Problems are displayed under their respective statuses. In case of multiple keywords, all keywords need to be matched.

You can make a filter using a chain of predefined search options and keywords. You can save your search queries, refer pmf-10. Saved search queries appear in the section-A’s menu list (pmf-5).

For example; if you are looking for all Problems containing the word email in the Subject line and have a low priority. You would have the following search query (pmf-10):

Between two different conditions of the same data (option) type OR logic prevails. Between different data (option) types, AND logic prevails. An example of a same type conditions is Status Open vs. Status Closed. Between keywords and conditions AND logic is followed.

2.4.2. Using Filters

The product has filters to sort the Product List by following criteria:

• Status

• Resolution

• Priority

• Error Type

• Assignee

• Due-date status

Go to the Problem List View. In the List View, clicking on the header section (Section-A pmf-5) gives you a popup menu containing seven predefined filters.

Selecting any one filter populates the list with Problems satisfying the filter’s conditions. All seven filters have different conditions, which are:

All Open Problems	It includes all the Unclosed Problems available in the system.
All Reactive Problems	It shows all the unclosed Problems with the Nature-of-Problem as Reactive.
All Unanalyzed Problems	It shows all the unclosed, unresolved Problems with incomplete Investigation (Systems, Root Cause, and Impact).
My Unresolved Problems	It includes all the unclosed, unresolved Problems assigned to you.
My Urgent or High Priority Problems	It includes all the unclosed, unresolved Problems assigned to you with either High or Urgent priority.
My Overdue Problems	Includes all the unclosed, unresolved Problems assigned to you that are past their due date.
Unassigned Problems in My Group	Includes all the unclosed, unresolved Problems with a Technician Group that you are part of.

There are status based filters in Section-B (pmf-5) of List View that tells you about the distribution of Problems under various predefined and custom statuses.

You can create and manage custom statuses, but you cannot change some statuses, which are:

• Open

• Pending on Requester

• Pending in Approval (This status can only be set by the system when the Problem is in Approval stage.)

• Pending on Technician

• Resolved

• Closed

Please refer Problem Custom Status (Customization and Configuration) in the Administration manual to learn how to create Custom Statuses.

The product can also show you the distribution of all the unclosed Problems across the priority levels, error type, assignment status, and Due-date statuses.

Additional tags appear when one or more Problems are about to reach their Due-dates. The maximum time-frame to show due is 24 hours.