How do I search archived incidents using the advanced search dialog?

Environment

Searching in the Archive Console
 

Resolution

Oracle B2C Service allows you to perform searches and filtering on archived incident data. Advanced search provides the ability to filter by queue, interface, and all text contact and organization files and attributes, including state/province and country.

To search or filter archived incidents, start by select the Archived Incidents option from your navigation set.  (See Answer ID 7038: How to access and use the archive console)

Once there, click Search.  From the basic search window, click Advanced Search.

The window is organized by

• Search Attributes
• Filter Attributes
• Range
• Custom Fields/Attributes

Search Attributes are fields that can be searched by using an asterisk for partial searches, like "*phone*" in the Subject field to find incidents whose subject contains the word phone.

Filter Attributes are exact matches, like a product or a contact's email address.  Note: If your search term contains more than one word, start and end with quotes.  i.e. "Test Product" 

Range searches are for searching date ranges on either closed date or create date.

Custom Fields/Attributes are for filtering against those fields and attributes that you added to your database. To filter on custom fields and attributes, you must use a special syntax of fieldname_fieldtype:value.  Accepted values for _fieldtype are:

• _custom_str: used for fields of data type integer
• _custom_text: used for fields of type  text field or text area
• _custom_date: used for fields of type date or date/time

Here are examples of performing filters on custom fields.

• _custom_str: filter on incidents where RMAId is 123.
• • c$RMAId_custom_str:123
• _custom_text: filter on incidents where RMAReason is 'defect'.
• • c$RMAReason_custom_text:defect
• _custom_date: filter on incidents whose RMADate is between September 25, 2021 and September 28, 2021
• • c$RMADate_custom_date:[2021-09-25T00:00:00Z TO 2021-09-28T00:00:00Z]
• _custom_date: filter on incidents whose RMADate is greater than September 25, 2021
• • c$RMADate_custom_date:[2021-09-25T00:00:00Z TO NOW]

For additional information, refer to the 'Perform an advanced search for an archived incident' section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.