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Topic

    Todd
    Incident Summary Search
    Topic posted October 29, 2018 by Todd Bronze Medal: 1,250+ Points 
    59 Views, 3 Comments
    Title:
    Incident Summary Search
    Summary:
    How to exclude Auto Responses and SmartAssistant in search results
    Content:

    We have created reports to search by incidents.search_thread , however this seems to search the entire incident thread and we want to only search the customer thread portion and exclude in the search content within the auto responses and SmartAssistant appendages.  I found a related article regarding INC_TYPE_IDX config setting and have changed it from 255 (All) to 28 (INCLUDE_CUSTOMER, INCLUDE_CUST_PROXY, INCLUDE_CHAT) but it is still returning keyword matches for SmartAssistant appendages. 

    Thanks

    Comment

     

    • Sebastiaan Draaisma

      Use a runtime filter with the threads.entry_type :-)

    • Todd

      Thanks Sebastiaan but I did already add that filter but it is still pulling the SmartAssistance appendages into the results when searching for a keyword in the incident summary search.

      Thanks

    • Sebastiaan Draaisma

      I'm sorry to hear Todd. Unfortunately I'm unable to test this myself as I have SA disabled. It might be that this is not as intended and then it might be fixed in an upcomming release.