| Search Attributes (contains) |
Search results contain all or part of the search
terms. |
| Ref Number |
Enter all or part of the reference number of
the incident in this text box. You can use wildcards in searching. |
| Text Search |
Enter a word or phrase in this text box to search
all archived incident fields. Because archived incidents have been
removed from the knowledge base and converted to a text format, you
can only search for incidents with a single text search. Searchable
incident fields include Subject, Incident thread, Product (including
subproducts), Category (including subcategories), contact-related
fields, organization-related fields, incident custom fields, and incident
custom attributes. A Boolean OR operator is used between words by
default. In addition, there is an implicit wildcard at the end of
the search string. |
| Subject |
Enter a word or phrase in this text box to search
the Subject field of archived incidents. |
| Threads |
Enter a word or phrase in this text box to search
the thread content of archived incidents. |
| Filter Attributes (exact match) |
Search results match the search terms exactly. |
| Product |
Use this text box to search the Product field
of archived incidents. |
| Category |
Use this text box to search the Category field of archived incidents. |
| Disposition |
Use this text box to search the Disposition
field of archived incidents. |
| Queue |
Use this text box to search the Queue field
of archived incidents. |
| Interface |
Use this text box to search the Interface field
of archived incidents. |
| Customer |
Search for specific customer information including the contact
name and contact email. |
| Contact Name |
Use this text box to search contact names in
archived incidents. |
| Contact Email |
Use this text box to search contact email addresses
in archived incidents. |
| State/Province |
Use this text box to search contact states or
provinces in archived incidents. |
| Country |
Use this text box to search contact countries
in archived incidents. |
| Organization
|
Search for specific organization information including the
name, state/province, and country. |
| Name |
Use this text box to search organization names
in archived incidents. |
| State/Province |
Use this text box to search organization states
or provinces in archived incidents. |
| Country |
Use this text box to search organization countries
in archived incidents. |
| Range |
Define the date range search criteria using the closed date
and created date. |
| Closed Date |
Click the From and To drop-down
lists and select start and end dates to search archived
incidents by a closed date range. |
| Created Date |
Click the From and To drop-down
lists and select start and end dates to search archived
incidents by a created date range. |
| Custom Fields/Attributes |
Search for specific information in custom fields and system
attributes. |
| Custom Fields |
Enter a search string to search custom fields of a string, text, or date type
in archived incidents. The search string format is: <custom_field_name>_custom_<search_data_type>:
<search_term> [<connector>
<custom_field_name>_custom_<search_data_type>:
<search_term>]
Where:
-
custom_field_name = name of the custom field or
attribute
-
search_data_type = text, str, or date
-
connector = AND or OR
-
search_term = data to search for
Examples: c$url_custom_str:c$RMAId_custom_str:123
c$RMA_custom_text:"RMA12345" AND c$RMAId_custom_str:123
c$date_custom_date:[2021-09-25T00:00:00Z TO 2021-09-28T00:00:00Z]
Note: Use quotation marks when searching for a
URL value in a text field. Use YYYYMMDDTHH:MM:SSZ format
for date/time values. You can join multiple search
strings together using the AND and OR
operators. |