The problem I'm facing is that we've started moving towards a more generic hostname scheme to mask any user information which makes it difficult to search/filter computers in a ticket to reference the device in question. In the past, typing the first few letters of the username would be enough as the username was apart of the hostname. Is there a way to customize the filter/search parameters?

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I don't believe so as the information that you are filtering is based on what is collected. If the naming convention has changed then the data you can filter is what they are called now. 


If a user opens a ticket via email or GUI, they are the submitter. I am assuming you are opening ticket manually and that is the reason you may need to know the machine name?

Answered 07/16/2013 by: nshah
Red Belt

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