Find

Message

Select the Message tab to find a message.

Message Default

This drop-down menu displays saved queries. You can select a query from the menu, or you can select:

• • Last Find: Displays the query that was last used

  • Factory Default: Displays the default query that was shipped with Response or restores the window back to a blank query

Attribute

In this region, search for a message by attribute.

Message state

Select the status of the message that you are searching for, such as Active, Pending Collaboration, or Review.

Message type

Select the type of message you are searching for, such as E-mail Messages or Phone Messages.

Owned by

Displays the user or queue that owns the message that you are searching for.

Select

Click to select the owner of the message that you are searching for.

Date Sent or Received

In this region you can conduct a search on the date a message was sent or received. You can narrow the search by searching for:

• Messages sent or received dating from the past number of days

• Messages sent within a specified date range

Date Received

Select to conduct a search on the date a message was received.

Date Sent

Select to conduct a search on the date a message was sent.

Within the past number of days

Select this option to search for messages dating from the past 1, 7, 30, or 60 days.

Beginning search date

If you are not selecting the Within the past number of days option, select a date range to search for the message. Click Select to select a beginning search date from the pop-up calendar.

Ending search date

Click Select to select an ending search date from the pop-up calendar.

Advanced criteria

In this region, use advanced criteria to create a custom query. You can search by customer name, case number, message subject, and outgoing message text.

Field

Select a subject field to create a query.

Condition

Select a condition based on the field that you selected.

Value

Enter a value based on the condition that you selected.

Note: If your KANA Response system is using Microsoft SQL Server 2000 and full-text search is enabled, you must use double quotation marks around the phrase you enter into the Value field when you perform searches on Incoming Message Body or Outgoing Message Body. You do not need to use quotation marks for single-word searches. When full-text search is enabled, follow the Microsoft syntax requirements. These requirements specify the use of all valid predicates (such as CONTAINS, AND, NOT, OR, FREETEXT) in the Value field. For more information on the Microsoft syntax requirements, see the Microsoft SQL Server 2000 documentation.

Add to List

Click to add the query to the List of Criteria.

List of Criteria

Displays the query you created

Match all criteria (AND)

Select to find messages that match all of the criteria that you entered.

Match any criteria (OR)

Select to find messages that match some of the criteria that you entered.

Display

In this region, you can specify how you want matching records to display.

Message sorted by create date in ascending order

Select to sort messages according to the originated date in ascending order.

Fixed number of records at a time

Select to display a number of matching records. Enter the number of records that you want to see.

First matching record

Select to display only the first record that matches your search criteria.

Find Now

Click to execute the query.

Cancel

Click to cancel the query.

Save

Click to save the query.

Help

Click to view the online help.

Customer

Select the Customer tab to open the Find customer pane.

Contents

In this region, you can select criteria to create a custom query.

Field

Select customer data to create a query.

Condition

Select a condition based on the customer data you selected.

Value

Enter a value based on the condition you entered.

Note: If your KANA Response system is using Microsoft SQL Server 2000 and full-text search is enabled, you must use double quotation marks around the phrase you enter into the Value field when you perform searches on Incoming Message Body or Outgoing Message Body. You do not need to use quotation marks for single-word searches. When full-text search is enabled, follow the Microsoft syntax requirements. These requirements specify the use of all valid predicates (such as CONTAINS, AND, NOT, OR, FREETEXT) in the Value field. For more information on the Microsoft syntax requirements, see the Microsoft SQL Server 2000 documentation.

Add to List

Click to add the query to the List of Criteria.

List of Criteria

Displays the queries you created.

Match all criteria (AND)

Select to find messages that match all of the criteria that you entered.

Match any criteria (OR)

Select to find messages that  match some of the criteria that you entered.

Display

In this region, you can specify how you want matching records to display.

Fixed number of records at a time

Select to display a number of matching records. Enter the number of records that you want to see.

First Matching Record

Select to display only the first matching record.

Find Now

Click to execute the query.

Cancel

Click to cancel the query.

Save Current Settings....

Click to save the query and settings.

Help

Click to view the online help.