How to Search for a Call
The Search calls box on the Calls list's toolbar finds calls by their call number, reference, comment, details (the problem description) and resolution. Type what you remember and press Enter; the list then shows only the calls that contain it, inside the date window and filters already on screen.
How do I search for a call on the Calls list?
Type into the Search calls box on the Calls list's toolbar and press Enter. The list then shows only the calls whose call number, reference, comment, problem description or resolution contains what you typed.
- Open Calls from the navigation menu.
- Type part of what you remember into the Search calls box on the toolbar, for example a word from the engineer's notes or part of the customer's reference.
- Press Enter.
Typing on its own does not change the list. To search, press Enter, or select the Search option at the top of the small panel under the Search calls box, the one that reads "Calls containing" your text; both do the same. That option also reminds you that the search covers the call number, reference, comment, details and resolution, in this date window.
When you press Enter, the box empties and your search appears as a Search chip at the start of the filter chips on the toolbar. The list goes back to page 1.
The search finds your text anywhere inside those five fields, as you typed it, including spaces. It can be up to 200 characters long. It does not look at the customer's name, code or address: to see one customer's calls, pick the customer in the Customer section of the Calls list's filter rail instead, between By Date and Call Type. Pressing Escape in the Search calls box closes the panel under the box and empties the box, without searching. Escape never removes a search you have already applied: for that, select the × on its Search chip.
Why can't the Calls list find a call I know exists?
Usually because the call is outside the date window or is filtered out by another filter. A search looks only at the calls the list would otherwise show: the same date window, the same Which calls choice, and the same ticks in the filter rail.
The most common reason is the call status. The Calls list opens with only the Open and Active call statuses ticked, so a closed or cancelled call is not found until you tick its status under Call Status, or remove the Call Status chip from the toolbar.
The next most common reason is the date. Out of the box the Calls list covers This week on the Logged date, and a week runs Monday to Sunday, so a call logged last week that was on the list on Friday drops out on Monday. Widen the window in the By Date section of the Calls list's filter rail: press This month, or press More… for a longer window such as Last 30 days. Or go back to last week with the left arrow on the question pill on the Calls list's toolbar. If the list opens on a layout of your own that you starred, or on Last Used Layout, it may open on a different window; the question pill near the start of the toolbar, just after Filters, always names the window in force.
When a search finds nothing, the list says so and names your search. If other filters are on, or Which calls is on To schedule or Scheduled, it says no calls with the other filters on, in this date window, match; otherwise it says no calls in this date window match. If the window is shorter than a year, a Search the last 12 months button follows: press it to widen the window to the last 365 days and search again in one step.
If you know the call number, you do not need the window at all: type at least three characters of it into the Search calls box and the matching calls are offered from any date.
How do I open a call straight from its number, whatever its date?
Type at least three characters of the call number, including a digit, into the Search calls box on the Calls list. Up to five calls whose numbers contain what you typed are offered under the box, from any date and any status, each marked Open call with its customer, comment, status and the date it was logged. Choose one to open it.
- Type part of the call number into the Search calls box.
- Press the Down arrow to move to the call you want, or point at it.
- Press Enter, or click it, to open the call.
This is the one search that ignores the date window and filters, because somebody who knows a call's number knows the call exists. The highest call numbers are offered first.
Pressing Enter without moving down to one of the offered calls runs the ordinary search of the list instead. The foot of the panel reminds you: Enter searches the list, and the Down arrow picks a call by its number, from any date.
When you open a call this way and then press Back, you return to the Calls list as you left it.
How do I see where a call matched my search?
Look at the line under each call. On the Calls list, each call's comment is shown on a second line under its row; after a search, that line also shows where the call matched when the match is in a field you cannot otherwise see. It names the field — Reference, Details or Resolution — and shows the reference itself, or for Details and Resolution the words around the match, with an ellipsis where the text has been cut. The matching letters are highlighted.
When the match is in something already on the row — the call number or the comment — nothing extra is added: the matching letters are simply highlighted where they stand.
Details is the call's problem description, and Resolution is the call's resolution notes. The search reads the whole of both notes, not only the start shown in the Problem description and Resolution columns.
How do I change or remove a search on the Calls list?
Use the Search chip on the Calls list's toolbar: select the chip's text to put your search back into the box to change it, or select the chip's × to remove it.
- To change it — select the words on the Search chip. They go back into the Search calls box, already selected, so you can type over them or edit them, then press Enter.
- To remove it — select the × on the Search chip. The list shows every call in the window and filters again.
- Clear all filters, the × after the last chip, also removes the search, along with every other filter except the date window and Which calls.
Pressing Enter again on exactly the same text does nothing, because the list is already answering that search.
Is my search remembered when I leave the Calls list?
Only for Back. If you open a call or a customer from a searched list and then press Back, the Calls list returns with the same search, the same page and the same row marked.
While a search is on, it applies to everything on the Calls list: the rows, the count at the foot, and the customers shown on the map when the map is open. Changing the date window or a filter keeps the search and asks again, from page 1.
A search is never saved in a layout or in Last Used Layout, so opening Calls afresh from the navigation menu shows the list without the search. Reloading the page is not a sure way to clear it: if you came back to the Calls list with Back, reloading brings the same search back. To remove a search, select the × on its Search chip. Picking a saved layout keeps whatever search you have on at the time, because a layout says how the list looks, not what you are looking for.