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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).