You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Search for incidents containing specific words or numbers

Accepted answer
33
Views
15
Comments
edited Nov 25, 2019 11:49AM in Reporting & Analytics for B2C Service 15 comments

Summary

Report not finding all incidents containing specific word or numbers

Content

Hi!

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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!