Email and Notifications Search

The Search tool in Communications lets you search for emails and notifications, campaigns, and failed deliveries based on specified criteria. To access, from the Communications main menu, select Search.

Searches tool do not support assumed wildcards, meaning complete words or names are required to find matches and return results. For example, entering ang in the From field will not return results; however, entering the full first name angela will.

For Email searches, messages and notifications are displayed on separate tabs.

Clicking the Subject link opens the full message and thread, if applicable. The right/left pointing icon as the far right indicates incoming (left) or outgoing (right). Below the directional indicator, the Linked To field indicates the object the message is linked to.

Bounced Message Search

You can search bounced messages in Communications by specifying Undeliverable: as the Subject criteria.

Campaign and Failed Deliveries Searches

These are primarily intended to support electronic bill notifications,

See

• Campaign Search.

• Failed Deliveries Search.

Considerations for Searching Messages/Notifications by Body Text

IDI uses Azure Search to index the body property of messages and notifications for full text searches. This enables rapid searching and retrieval of these items in Communications. The data contained in the search index grows exponentially as these items are created and saved to the database.

Note

Communications search does not support body text search on Notifications and aged messages. Messages older than the established retention period (see below) are considered. Body text remains intact and is viewable when you use other search criteria.

Data Lifecycle Management for Message Body Text

The IDI platform automatically removes body text from the Azure search index for aged messages related to Workflow, Customer Care, Tickets and Communications after a set number of days. A Body search against an aged message will return no results. Instead users will get a warning indicating body text search is not available for aged messages.

• Retention period for message body text in the search index is set to 365 days. This applies to all messages system-wide. The setting is not accessible to IDI platform users.

• The ArchiveMessage Communications web service operation removes body text from aged messages in the Azure Search index.

• Pre-configured Workflow actions find aged messages in the respective applications and then call the ArchiveMessage web service operation to clear the message bodies from the Azure Search index. Note: These actions are set up specifically for Data Lifecycle Management. They are not intended for any other purpose and do not require any configuration by IDI platform users.

  • Archive Linked Workflow Messages archives messages associated to Workflow instances with a completion date older than the configured retention period.

  • Archive Linked Customer Messages archives messages associated to customer accounts with a disconnect date older than the configured retention period.

  • Archive Linked Ticket Messages archives messages associated to Tickets with a closed date older than the configured retention period.

  • Archive Unlinked Messages archives unlinked messages not associated with other objects with a sent date older than the configured retention period.

• Informational text in each of the respective applications is presented when users attempt a body text search on aged items to indicate the Body field cannot be used to search messages older than the established retention period.

Notifications Cleanup

Communications no longer stores body text for notifications in the Azure Search index. A one-time process removes all existing notification bodies from the index. The Body field is disabled when Notifications are selected as the Type in Communications search. An information icon informs users that body searches only apply to Messages.