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The incident fields indexed in search index and the behavior of the incidents.search_thread report filter
Answer ID 12737 |
Last Review Date 12/19/2023
Which incident fields are indexed by a search index and what is the behavior of the incidents.search_thread report filter?
Environment:
Oracle B2C Service
Search, Analytics, Incidents
Resolution:
The following incident fields are indexed in a search index when an incident is created.
- Subject
- Reference Number
- Threads (Response, Customer and Private)
- Created time
- Status
- Closed time
- Organization
- Primary Contact
- Assigned account
Create a report with one or more of these indexed fields as a filter to utilize this feature. Search Service will search the indexed fields for matching incidents and then pass the reference numbers to analytics when a report uses the incidents.search_thread filter. The values entered on the incidents.search_thread filter will be searched on the subject and incident threads (Response, Customer and Private).
