With WHD, we were able to search on many fields, and search using the wildcard feature.
We have a critical need to be able to search tickets by custom fields.
For example, we have a ticket type of "New Hire" which includes the custom fields "first name" and "last name" to mention a few. We routinely need to search new hire tickets for a specific person's name to get information from the ticket. Without the ability to search by name, we can only edit the view to "new hire" and then we have to manually open each and every ticket looking for the one specific person.
This is very time consuming and not efficient. If we could edit a view by active custom fields, it would make searching for a specific ticket very quick and easy.
