---
title: Search and filter lists
description: Agents can search and filter records in lists in CRM Workspace. Agents can also sort and group records.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-config-ws-search-filter-lists.html
release: australia
topic_type: task
last_updated: "2026-10-27"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Search and filter lists

Agents can search and filter records in lists in CRM Workspace. Agents can also sort and group records.

## Before you begin

Role required: admin

## About this task

Agents can use features in the record list header to do the following:

-   Search the list
-   Select fields and values to filter the list
-   Select one or more fields to sort the list
-   Select the field that is used to group the records in the list
-   Enable filtering with related lists

Using the conditions panel, agents can set conditions from the record list header to filter, sort, and group records in a list. Agents can select **Filter**, **Sort by**, or **Group by** to display the conditions panel.

## Procedure

1.  Open a customer service case.

2.  To search a list of records:

    1.  Select the Search icon in the record list header to display the search box.

    2.  Enter a search term in the **Search** field and press Enter.

        The list is filtered to display only those records that meet the search criteria.

3.  To clear the list search:

    1.  Select the Search icon in the record list header.

    2.  Select **Clear**.

4.  To filter a list of records:

    1.  Select **Filter** in the record list header to display the conditions panel.

    2.  Select a **Field**, an **Operator**, and a **Value**.

    3.  Add additional fields to the filter by selecting either **OR** or **AND** and repeating the previous step.

    4.  Select **Run**.

5.  To sort a list of records:

    1.  Select **Sort by** in the record list header to display the conditions panel.

    2.  Select a **Field** on which to sort.

    3.  Select the Sort by icon next to the **Field** and select ascending or descending.

    4.  Select **Run**.

6.  To group a list of records:

    1.  Select **Group by** in the record list header to display the conditions panel.

    2.  Select a field in the **Group by** field.

    3.  Select **Run**.

7.  To clear the filter, sort, and group conditions:

    1.  Select **Filter**, **Sort by**, or **Group by** to display the conditions panel.

    2.  Select the Remove icon next to the condition.

    3.  Select **Run**.


**Related topics**  


[Create a customized list of records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-config-ws-create-custom-list.md)

[Manage customized record lists](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-config-ws-manage-custom-list.md)