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Search for incidents containing specific words or numbers

Accepted answer
edited Nov 25, 2019 11:49AM in Reporting & Analytics for B2C Service 15 comments


Report not finding all incidents containing specific word or numbers



I hope you can help me figure this thing out.

We have a report where agents can search for incidents, based on specific words (or numbers) in the incident thread.
I have added the report as well as the definition hoping that can help you help me :-)

The report has been working great in searching for incidents but now it's not. Agents think it stopped working after 19C which is our current version, but it could have been going on for longer.
We have several examples of incidents that contain the numbers or words that we search for but the incidents are not listed as a result when we perform a search through the report.

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