Something that I've discussed with support and they suggested raising here.
Under regular ticket center if I search for something there seems to be an implicit %searchterm% around it. For example if I search for "Matt" I'll also pick up "Matthew" which is handy if I'm not sure on the persons preferred version of their name. Another example one of our customers now sends their internal ticket number in the subject of emails to serviceaide but sometimes sends it as "#xxxx" or "##xxxx" or "## xxxx" so I can just put the ticket number in and get a result.
Advanced ticket center doesn't do this, so I need to know if the user is a Matt, Matthew, "him over there" to be able to search successfully. With the ticket number example I need to either get the customer to ensure they standardise or I need to know precisely which format they've used.
Obviously I could go into the search tab, but it would be handy to have a way to do this in ATC itself to avoid having to keep swapping backwards & forwards.
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David Shears
Analyst Programmer
MNI Services
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