Finding Tasks and Applications

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |   v18.11 This feature was introduced in v18.11. |   v20.05 This feature was updated in v20.05.


Your Workspaces portal may look different to what you see in this topic. This is because Workspaces is a highly configurable product, and this topic describes features based on the default configuration which may differ from how your Workspaces portal is configured; for example, you may see different branding or other fields. Nevertheless, the features described here work the same way in all Workspaces portals.

The Workspaces item list shows tasks from the active task queue (Process and Manage spaces) or applications for a selected form / product type (Helpdesk or Assisted Channel spaces) that also satisfy the criteria defined for the current view. This may result in a large number of tasks which you might want to further refine. Searching, filtering and sorting can help you to focus on the tasks or applications that are important to you right now.

Searching and filtering are similar in that both reduce the number of items in the item list by matching desired field values. However, there are some key differences between searching and filtering:

  • Searching looks at every text field (column) in the item list, whereas filtering is targeted at specific fields.
  • Searching compares the same text to every field, whereas filtering allows you to look for a different value in each field.
  • Searching is supported for text fields only, whereas filtering is supported on several types of data including text and dates.

Search for a Task or Application

If you know which task or application you're looking for and you can't see it in the item list, you can try to search for it. Searching allows you to refine the list of items displayed to show just those relevant to what you are looking for.

To search for a task or application, click in the (Search) field and start typing. As you type, Workspaces compares the text you have entered with all the fields (columns) in the item list, and only those items that have one or more fields that match the text entered are displayed as long as they still satisfy the current view and filter selections. If you pause while typing the search text, Workspaces will attempt to find items that match the text you have entered. Keep typing until you have entered the full text that you want to search for.


While searching is case-insensitive – that is, it treats uppercase and lowercase characters as the same – partial match is not currently supported, so searching finds only those items that exactly match the search text (ignoring letter case).

A search remains active until you clear it.

  • To clear a search in Workspaces v20.05 – Delete the search text and click  (Search) or pres Enter.
  • To clear a search in Workspaces v19.11 and earlier – Click (Close Search), or select any space which re-loads the List page.

If you select an item in the item list while a search is active, when you subsequently return from the Details page to the List page, the search will still be active. This is indicated by the text and (Close Search) in the Search field.


Deleting all of the search text does not clear an active search. Click (Close Search) or select a space to clear a search.

Filter the Item List

If there are too many items to scroll through when you are looking for something specific, applying a filter might help you to find what you need. Filters work by hiding items that are not relevant to what you are looking for right now. You can apply filters to the item list by selecting a view or by direct selection from the Filters selector.

A filter is a requirement that must be satisfied for an item to appear in the item list. A filter requirement specifies a value or values for a item list column; any item that matches the specified values for the specified column satisfies the filter requirement. Multiple filters can be defined at the same time. Only items that satisfy all the current filters will appear in the item list.

To view the current filters, click the Filter button. The Filters selector is displayed showing all the filters that are currently applied to the item list. Each filter allows you to select a value or set of values associated with a column. Filters are applied to the item list immediately after values are selected.

Workspaces supports several types of filter.

  • Single-select – A single value selected from a predefined list of values.
  • Multi-select – Multiple values selected from a predefined list of values.
  • Date – A single date or a date range.
  • Text – Similar to searching but applied to a single column.

When you click a single-select or multi-select filter field, a drop-down list appears populated with a predefined list of values. For a single-select filter, select a value from the dropdown list to filter on. For a multi-select filter, you can select one or more values from the dropdown list.

When you click a date filter field, the date picker is displayed. To filter on a single date, click the date you want to filter on. Once you’ve selected a date, you can click a second date if you want to define a date range filter. Click the Previous Month button or Next Month button to browse to and select dates in other months.

To filter on a text field, click the field in the Filters selector and enter the filter value.


Like searching, text filters find only those items that exactly match the filter criteria; partial match is not currently supported. And like searching, text filters are case-insensitive; that is, they treat uppercase and lowercase characters as the same.

To clear a filter on a field, choose All from the column’s dropdown list or delete the text in a text filter.

To clear all filters you have selected, click Reset.


When you clear all filters, the current view remains selected and any filters defined for that view are still applied or re-applied if you had changed them.

Click outside the Filters selector to close it.

Sort the Item List

Items in the item list are displayed in an order determined by the current sort selection. This is indicated by a small arrow on the right-hand side of a column name in the item list. A down arrow (↓) next to a column name indicates the item list items are sorted by the column values in ascending order, while an up arrow (↑) indicates items are sorted by the column values in descending order.

Sort – Ascending order
Sort – Descending order

You can determine whether a column is available to use for sorting by pointing your mouse pointer at a column heading. If your mouse pointer changes to the hand pointer and a Sort tooltip is displayed, you can sort by the column. To change the sort order, click the column name. If you click the column name for the current sort selection, sorting will alternate between ascending and descending order.