When searching for incidents, which part of the thread are indexed for searching?
Environment:
All Supported Versions, Configuration Settings, Incidents
Resolution:
When searching for incidents from the administration pages, by default, anything entered in the customer thread, the staff response thread, internal notes, and the summary field are included when searching. This includes SmartAssistant suggested solutions when they are appended as a response or to the Note field.
You can edit the INC_TYPE_IDX configuration setting to specify which types of thread entries are indexed when searching. Thread types are defined by the values below.
To include multiple thread types, add the values for the types and enter the total in the Value field.
INCLUDE_NOTE 1
INCLUDE_STAFF 2
INCLUDE_CUSTOMER 4
INCLUDE_CUST_PROXY 8
INCLUDE_CHAT 16
INCLUDE_RULE_RESP 32
INCLUDE_RULE_RESPNOTE 64
INCLUDE_ALL 255
Descriptions for the types of thread entries are below:
- INCLUDE_NOTE: an internal note added by a staff member
- INCLUDE_STAFF: a response sent by a staff member
- INCLUDE_CUSTOMER: entries added by the end-user
- INCLUDE_CUST_PROXY: an entry entered on behalf of and end-user that is entered by a staff member
- INCLUDE_RNL: transcripts of chat sessions generated by B2C Service Chat
- INCLUDE_RULE_RESP: content appended to the Response field automatically by a rule. This includes SmartAssistant and other standard text appended by a rule.
- INCLUDE_RULE_RESPNOTE: content appended to the Note field by a rule. This includes SmartAssistant and standard text appended as a Note by a rule.
- INCLUDE_ALL: Include all thread types
For example, if you only want notes, staff entries, contact entries and contact proxy entries indexed for searching, you would enter the value 15 for this configuration setting since 15 is the sum of 1, 2, 4, and 8.
Important Considerations -- A change to this configuration goes into effect immediately. Incidents created will have the newly configured thread entries indexed. The previously indexed data does not get reindexed based on the new configuration value.
If you would like the previously indexed data reindexed, open a service request via the Ask Technical Support or by sending an email to: Oracle Support. Please Note: Reindexing would empty the current collection and create a new one based on the current configuration value. This means any entries of other types not included in the current configuration value, would be unsearchable after reindexing.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
