# Outstanding Item Searches

{% hint style="info" %}

### Before you start

To view calls you must have **IPK Analyst** selected in the Options tab of your **IPK Management Security Role**.

To view calls owned by other analysts, or by your group(s), you must have **View Others' Calls** and **View Groups' Calls**selected in the Options tab of your **IPK Management Security Role**.

To view requests and tasks you must have **Workflow Analyst** selected in the Shared tab of your **Workflow Management Security Role**.

To view requests and tasks owned by other analysts, or by your group(s), you must have the following options selected in the respective tabs of your**Workflow Management Security Role**: **View Other's Requests** and **View Group's Requests** in the Requests tab; **View Other's Tasks**and **View Group's Tasks** in the Tasks tab.
{% endhint %}

1. Select menu and then **View** ![](https://content.gitbook.com/content/hlW9jKl7dcDggHAPhNU9/blobs/bxCQOTlU8YeU7ZM2YeWc/image.png) to display the submenu.
2. The menu options for parts of the application to which you do not have access are disabled.
3. Choose which **Outstanding** window you want to view, or view your **Workload** (an aggregate of all your work items).
4. The relevant window appears, with your username at the top of the Explorer pane, and a list of ways in which you can filter the results.
   * Your Groups Calls - All items assigned to your group
   * Forum Watched Calls - All items you are currently watching
5. Beneath this is a choice of what status items you want to view.

<table><thead><tr><th width="257">Escalated Items</th><th>Items that are outstanding for you and have exceeded your organization’s service goals</th></tr></thead><tbody><tr><td>Suspended Items</td><td>Items that are outstanding for you and were suspended while actioning (forwarding or deferring) the item</td></tr><tr><td>Suspended Group's Items</td><td>Items that are outstanding for your group and were suspended while actioning (forwarding or deferring) the item</td></tr><tr><td>Delegated Items</td><td>If you are named as a delegate for another Analyst's calls or tasks, you can also view items that have been delegated to you</td></tr></tbody></table>

Depending on your choices, the following further filters are displayed lower down the explorer pane. Select as necessary.

<table data-header-hidden><thead><tr><th width="255"></th><th></th></tr></thead><tbody><tr><td>Your Items</td><td><p>Items assigned to you</p><p>This appears for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Forward to You</td><td><p>Items forwarded to you</p><p>This appears for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Forward to Your Group</td><td><p>Items forwarded to your group</p><p>This appears for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Forward Internally</td><td><p>Items forwarded internally</p><p>This appears for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Resolution Breach</td><td><p>Items for which the agreed timescale for resolution has been breached</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>First Call Back Breach</td><td><p>Items for which the agreed timescale for resolution has been breached</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Response Breach</td><td><p>Items for which the agreed timescale for resolution has been breached</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Resolution</td><td><p>Items awaiting resolution</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>First Call Back</td><td><p>Items awaiting First Call Back</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Response</td><td><p>Items awaiting response</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Action</td><td><p>Items awaiting action</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Action Breach</td><td><p>Items for which the agreed timescale for action has been breached</p><p>This appears for <strong>Escalated</strong> Items.</p></td></tr></tbody></table>

6. As you check the boxes in the Explorer pane, the results pane will update to display the details.