Searching for Calls

This topic relates to the Nano interface.

You can search for calls that have been logged and saved in the system using any of these methods:

• Typing the call number into the Quick Search.
• Entering search criteria into the Call Search window.

On the Call Search window you can:

• Use the Standard Search to find open or closed calls by call number or text.
• Use the Advanced Search to find calls using all call search fields.
• View the results in table layout or Kanban layout.
• Configure the columns in the results table; add or remove columns, or change their order.
• Right-click on a call to perform actions such as Add Note, Action, Review, Email, etc.

Using Quick Search

Before you start

To view calls, IPK Analyst must be enabled in the Options tab of your IPK Management Security Role.

If you know the number of the item you want to view, use the Quick Search field

1. Type the number into the Quick Search field.
2. Calls, requests, tasks, approvals matching that number are displayed below the field.
3. Select the record you want to view.
4. The record opens in a new tab in Nano.

Using the Call Search Window

Before you start

The following settings must be enabled in the Options tab of your IPK Management Security Role to perform the listed actions:

• To view calls, enable IPK Analyst.
• To forward calls from the Search or Outstanding windows, enable Bulk Forward Calls.
• To close calls from the Search or Outstanding windows, enable Bulk Close Calls.

1. Open the Call Search window by selecting Search from the menu and then Call Search.
2. The Call Search window opens with the Standard Search criteria fields displayed by default.

More search options are available in the Advanced Search.

3. Enter criteria for your search in the Standard Search fields:

Call Number	Use this field if you know the number of the call you're looking for. Enter the number into the field, then leave the field (press Enter or Tab) to trigger the search. An exact number match is performed across open calls and closed calls. If a call with that number exists, and if you have the permissions to view, it will appear in the results table. This search option automatically searches closed calls and open calls. Other search criteria are disabled when this option is selected.
Text Search	Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns calls in which the Description or History contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym.
Open Calls	Select to include open calls in the search.
Closed Calls	Select to include closed calls in the search.

 

4. Records matching your parameters are displayed in the Results table.

• Sort the table of results by clicking on a column header.
• Change the columns in the table by selecting from the toolbar to open the Column Configuration window.

5. To open the Call details, select the record(s) in the results table and double-click, or right-click and then select .

You can select multiple records by holding the CTRL key while selecting each row.

6. Other actions are available by selecting the record(s) in the results table, then right-clicking and selecting:

• to open the call window in Review mode.
• to add a note to the call. The Add Note window is displayed.
• to forward the call. The Forward window is displayed.
• to close the call. The Closure window is displayed.
• to send an email from the call. The Email window is displayed.
• to generate a Details Report.

The Toolbar

The toolbar provides a number of functions and options:

	Select to refresh the results table.
	Select to change the display of the call records to a Kanban layout. Call Statuses must have the Parent Status setting enabled in System Admin to appear as Kanban column headers. This option is only available while in table layout.
	Select to change the display of the call records to a table layout. This option is only available while in Kanban layout.
	Select to open the Column Configuration window to Searching for Calls displayed in the results table. This option is only available while in table layout.
	Select to display the standard search criteria fields. Closes the Advanced Search. Available only when in Advanced Search mode
	Select to display the advanced search criteria fields. The Advanced Search window expands from the right of the screen. Closes the Standard Search. Available only when in Standard Search mode
	Expands the Advanced Search window if it has been minimized. Available only when in Advanced Search mode and the Advanced Search window is minimized
	Forward the selected call(s) to an analyst or group. Opens the Forward window. This option appears after one or more records is selected in table layout. You must have Bulk Forward Calls enabled in your IPK Management Role to see this option.
	Close the selected call(s). Opens the Closure window. This option appears after one or more records is selected in table layout. You must have Bulk Close Calls enabled in your IPK Management Role to see this option.

Advanced Search

Advanced search criteria options are available if the Standard Search does not return the records you are looking for.

1. Switch to Advanced Search by selecting from the toolbar. The Advanced Search panel opens on the right of the search window.
2. To minimize the Advanced Search window and retain the search criteria, press . To expand it again press on the toolbar.
3. To close the Advanced Search window, clear the criteria, and return to the Standard search, select on the toolbar.
4. Enter the criteria for your search and then press .

Advanced Search criteria (default) options:

Open	Searches open calls (even if they are the responsibility of other analysts)
Open - Resolved	Searches open resolved calls (even if they are the responsibility of other analysts)
Open - Unresolved	Searches open unresolved calls (even if they are the responsibility of other analysts)
Closed	Searches closed calls
Closed - Unresolved	Searches closed unresolved calls
Submitted	Searches for submitted calls
Not Submitted	Searches unsubmitted calls
Template	Includes call templates in the search
Partition	This option is only available if you have access to more than one partition. Use the drop-down list to select from the partitions you can access.
Include Deleted Field Values	Selecting this option enables deleted values for list fields to be selected. If you are searching for a call by IPK Status and select the Include Deleted Field Values option; the IPK Status list will be updated to display names of statuses that you created and subsequently deleted. You can then select a deleted value from the list, and conduct your search.
Logged Date	Use these fields to specify the date range in which the call was logged by typing a date or using
Call No	Use this field if you know the number of the call you're looking for.
Resolved Date	Use these fields to specify the date range in which the call was resolved by typing a date or using
Closed Date	Use these fields to specify the date range in which the call was closed by typing a date or using
IPK Status	From the list, select the IPK Status.
Service	Type part or all of the service's name. Matching results are displayed beneath the field. Select one from the list.
Type	From the list, select the Type of the calls you are searching for. Depending on the number of tiers configured for your system, you may see one to five tiers. You can select a type from any level. To search for calls that match only the selected type, select the Equal option. To search for calls that match the selected type and the tiers below, select Equal + Below. The type used in call searches is the type selected in the Call Details window, and not the type selected in the Close Call window.
Call Priority	From the list, select the Priority of the calls for your search.
Source	From the list, select the Source of the calls for your search.
User	Type part or all of the user's name. Matching results are displayed beneath the field. Select one from the list.
Organization	Type part or all of the organization's name. Matching results are displayed beneath the field. Select one from the list. Organizations can be linked in a hierarchy. To search for calls that match only the selected organization, select the Equal option. To search for calls that match the selected organization and those linked as children, select Equal + Below. To search for calls that match the selected organization and those linked as parent, select Equal + Above.
Search Text	Use this field to perform a text search on call Description and History. Use the options to choose whether you want to search on all the words or any of the words in the text box using exact, related, or regex methods.  Special characters such as the wildcard character ‘%’ are not supported. All Words Returns calls with words that match all the search text. However, it does not take into account the sequence of the words specified. Any Words Returns calls with one or more words that match the search text. Exact Returns calls which contain (any or all) words specified in the Search Text field, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym. If you specify “Join” in the text box, the search will not retrieve “Joined” as a match. This type of search does not include an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks. Related Returns calls which contain synonyms or words that are similar to the search text. If you specify the search text as “Cloning”, the search will locate entries that have any form of the search text, such as “clone” and “cloned”. Regular Expression Returns calls with regular expressions associated with the search words, including wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters. Wildcard characters are ignored if the Regular Expression option is not selected. Usage of regular expressions is specific to the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The regular expression wildcard characters that ASM Core supports include: % to search for any string of zero or more characters. Use of this character at the beginning of a word by which you are searching is not supported. Furthermore, if using ‘%’ in the middle of a word, you should ensure that you always put ‘%’ at the end also. For example, col%r% will return color, colour _ Any single character [] Any single character within the specified range. For example, in the range [a-f] or in the set [abcdef] [^] Any single character not within the specified range. For example, not in the range [^a-f] or not in the set [^abcdef]