Incident search
When Incident is selected as the Interaction Type, click to open the Search Incidents window. As with the customer and prospect Interaction Types, the results are displayed in a grid and you can select the interaction you were searching for. You can perform three types of searches:
- Smart Search: The Search Incidents window automatically searches for and locates incident numbers in an email message or subject. The Search Incidents window scans the message and subject for a pattern using the regular expression to detect any incident numbers included in the message.
- Owner Search: The Search Incidents window automatically filters for all of the latest and open incidents that belong to the current user.
- Field Search: You can perform a more advanced search by entering in the other fields available on the Incidents Search window, such as Description, SSR Name, and Owner Name.