Search tips for cases

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This topic is shared by BAW, CP4BA. Last updated on 2025-03-13 12:15

You can conduct a basic or advanced search. Use the basic search to search across all case types by a case property, such as case ID, case title, or date created. Use advanced search to search for a case within a specific case type or to specify more complex criteria. For example, you can search for cases of a certain type that were added by a specific user between specified dates.

Basic search

For the basic search, select the case property that you want to search on. For a simple property, you then enter the value to be searched for.

For a structured property, which is a collection of properties, you can search for a single value of a property within that collection. After you select the structured property, a second drop-down list is displayed so that you can select the specific property within the collection. Then you enter the specific value of that property that you want to search for.

Tip: You might experience a short delay between the time that you create a case and the time that the search function can find that case.

Advanced search

You can use the advance search to search based on complex criteria.

Tip: A search that returns a large number of cases can take a long time to process. Enter specific search criteria to reduce the number of cases that are returned and the time required for the search.

Depending on how your environment is configured, the search criteria might be case-sensitive.

In the Advance Search dialog box, you expand or narrow your search according to the criteria you select.

Case type: You can narrow the results by selecting the case type from a list of available types.
Match criteria: Expand or narrow your search by selecting All or Any under Match criteria. Selecting Any returns results that meet at least one of the specified criteria. Selecting All returns fewer results because each result must meet all of the specified criteria.
User-specified properties: The Advance Search dialog box might list certain properties that are commonly searched on. In addition, you can search for additional simple case properties by first clicking the Add search criteria button in the User-Specified Properties area. You then the select the properties you want to search on, specify the values that the selected properties must match, and select the operators that determine how they match.
Structured properties: If a case has structured properties, which are also called business objects, you can search for one of those properties by first selecting Add search criteria button in the Structured Properties area. You then select the property within the structured property that you want to search on, specify the values that the selected properties must match, and select the operators that determine how they match.

Example 1

Find all of the cases of type Auto Claim that were started during the last quarter:

Match criteria: All
Case type: Auto Claim
Date added between: April 1, 2010 and June 30, 2010

Example 2

Find all of the cases of type Auto Claim by assigned agent:

Match criteria: All
Case type: Auto Claim
Agent (specific property for the case type Auto Claim): Agent user name