Use Attachment Attributes in Adaptive Search of SRs

Attachment fields such as file name and creation date are available in Adaptive Search for service requests so that they can be used to find SRs having such files as attachments.

Sometimes agents and other users may remember only the attributes (name, title etc.) of one or more attachments associated with a service request.  Enabling SRs to be discovered based on the attributes of their attachments increases operational efficiency and agent productivity. 

Steps to Enable

• Login as a user having Application Implementation Consultant role.
• Navigate to Setup and Maintenance
• Click the Tasks icon, select Search, enter Configure Adaptive Search in the search field and click Search
• Select the Configure Adaptive Search task link
• On the Setup tab, select Advanced subtab
• Find Attachments under Service Request and expand it
• Click Attachment and select the appropriate fields
• Save and run the Publish job to make it effective