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Incident Summary Search

Received Response
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edited Oct 30, 2018 12:19AM in Reporting & Analytics for B2C Service 3 comments

Summary

How to exclude Auto Responses and SmartAssistant in search results

Content

We have created reports to search by incidents.search_thread , however this seems to search the entire incident thread and we want to only search the customer thread portion and exclude in the search content within the auto responses and SmartAssistant appendages.  I found a related article regarding INC_TYPE_IDX config setting and have changed it from 255 (All) to 28 (INCLUDE_CUSTOMER, INCLUDE_CUST_PROXY, INCLUDE_CHAT) but it is still returning keyword matches for SmartAssistant appendages. 

Thanks

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