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    Duane Allen
    Trouble using incidents.search_thread to match multiple...
    Topic posted February 17, 2017 by Duane AllenRegular 
    77 Views, 10 Comments
    Title:
    Trouble using incidents.search_thread to match multiple terms
    Content:

    Hi,

    I'm trying to set up a report to locate incidents where certain phrases have been used. I have several phrases I'd eventually be able to locate, but the example I'm working with is where a customer has discussed a permanent closure of their account. This should be simplest one but I've spent hours on it with no success

    I added the incidents.search_thread field to an existing report and set it to complex expression. I thought perm*clos as the search term should match all the following:

    permanently closed, permanent closure, permenant close

    When that didn't work I tried +perm +close which does return a number of incidents with both words, but they are mostly unrelated. I've tried things like "permanently closed" "permanent closure" with search_and_or set to OR but it doesn't match the full phrase in quotes like I was expecting it to. I tried things like +perm* & (close | closure) which brings back the same results as the previous term I mentioned.

    I feel like I must be something simple as this is a pretty simple request? Can anybody fill me in on what it is that I'm doing wrong?

    Answer

     

    • Sebastiaan

      Hi Duane

      Yes this is a tricky one.
      There are a few good articles on how the search system works and it also depends if your customers are writing in the same language as your interface is in.

      I like to refer you to the following KB articles:

      1. What is the result of using the * Wildcard character when searching answers?
      2. Why are the searching options different when searching for answers than when searching for incidents in the administrative console?
      3. Why doesn't the search return all of the answers that contain that word in a non-English interface?

      I hope this will shine some light on the issues you are experiencing.

    • Danette Beal

      Hi Duane,

      I'm hoping you can entertain me with my really dumb question. Are you trying to pull incidents based on the searching the thread within the incident? So either customer, response or privates notes? If this is the case, i dont think it can be done. If this is not the case, ignore my questions.

      Thanks!

      Danette, Community Manager

    • Justin

      i believe you will want to use like and wrap it in the % wildcard inidcator. Full disclosure, my use of this in the past has been hit or miss. I appears to not care what type of operater you use or wildcards and simply returns a 'Like' type search. I havent found any documentation on how exactly this field should react to regex/complex expressions or if it even does. 

    • Justin
      Danette Beal said:

      Hi Duane,

      I'm hoping you can entertain me with my really dumb question. Are you trying to pull incidents based on the searching the thread within the incident? So either customer, response or privates notes? If this is the case, i dont think it can be done. If this is not the case, ignore my questions.

      Thanks!

      Danette, Community Manager

      View original

      you can if you add incidents.Search_thread as a filter. It searches the subject and message threads. I believe you can also put in exceptions to not include searches for auto replies or private notes by specifying what thread type (threads.type_id = X)

    • Danette Beal

      Mind officially is blown!!!! How did I miss this feature! 

      The Community Manager was just school by the Community!! 

      Duane, I hope this answer helped you as well. Please come back and let us know your thoughts!

      Danette, Community Manager

    • Justin

      heres a quick example

    • Sebastiaan

      Yeah I also build a search filter like this at my previous job and I remember receiving "Like" results just like Justin. Despite that the report still proved very useful. I remember adding extra filters such as interval and assigned.

    • Duane Allen

      Sorry for not replying, I made the post before leaving work yesterday and only just checked on my mails. I'll try some of the suggestions now and hopefully I can get something useful in place.

      Justin, I think your comment about search operators is part of the problem. I've seen a help article showing all the operators that can be used in a search, but on reflection is does seem like they're being ignored. If that's how it I at least I can work around it. Have you had any success doing a search like:

      "this phrase" OR "this one" where the search detects either full phrase but not partial?

      I think this is probably the most difficult of the phrases that I need to look for, compounded by the fact that our advisors often encourage customers to fill in a survey after closing the chat. That, plus the fact that permanently is often abbreviated or mis-spelled make it difficult to try and locate all permutations (ha!). Hopefully the next phrases will be a bit more useful as they're mostly single words

      I'll post back about any progress and hopefully it'll help the next person who is struggling

    • Justin

      If i recall correctly its only meant to be used as a LIKE keyword search, so phrases dont work very well. One thing ive done to get around this is to use business rules to tag the incident with a flag (custom field with y/n) and then use that as a filter in the reports. It tends to work much better but is less adhoc friendly since you need to know what the phrase is before the incident is created/edited since it will have to flow through the business rules. I generally use it to flag Better Business Bureau complaints or complaints that threaten legal action. 

       

      If you had to use this method on existing incidents you can re-trigger the incident to go through the rules in the incidents current state by running a report with the incident ref #'s, then exporting that list, then using the data import wizard to upload the incident ref#s and it would then re-trigger them to go through the rules. 

    • Justin

      try using this search phrase this%one with a like operator. I think this will work in the report, but i dont believe uses word stem logic. My experience with this field as a search filter has been hit or miss as there is no real documentation on what logic this field uses or how it interprets wildcards. 

    • Duane Allen

      That's slightly more involved than I wanted to get, but sounds like it's worth investing the time into. Seems like it would be a lot more flexible than the search. The keywords I'll be looking for are going to flag up incidents where phrases with serious business implications occur so it's worthwhile to do it right - using rules would let me trigger alerts/emails as well so probably a better solution all round. I've not given up on the search just yet, but will definitely be looking into this. Thanks for your help