How do I search archived incidents using the advanced search dialog?
Searching in the Archive Console
February 2015 release and newer
Oracle Service Cloud allows you to perform searches and filtering on more archived incident data than ever before.
New in this release is 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
- 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 type _
- _custom_text: used for fields of type _
- _custom_range: used for specifying dates or date ranges
Here are examples of performing filters on custom fields.
- _custom_str: filter on incidents where RMAReason is 'Defect'.
- _custom_text: filter on incidents where _
- _custom_range: filter on incidents whose RMADate is between June 1, 2015 and May 1, 2016
- RMADate_custom_range:[2015-06-01 - 2016-05-01]
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 Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.