Performance Analytics or Report = keyword

[MarkT2445801916]

does anyone know how to create a report to find just the tickets where a specific keyword is mentioned in the additional comments or work notes of an incident?

steps to create a report or to use performance analytics would be great

any help is appreciated 

[Jennifer Metz]

Hello @MarkT2445801916,

You have 3 options

1. All comments and work notes are stored on the sys_journal_field table. You can directly reference this table and add any needed filters for searching. If you need to tie this to another table, then you could setup a database view. Here is a knowledge article for reference. 

2. There is a keywords filter that will search all records. Keep in mind this will search other fields as well, not just the work notes or additional comment. You can read more about it here.

3. If you want to use performance analytics, there is a feature called text analytics that will create a word cloud based on whatever fields you need. Here is the documentation for the setup.

I hope this helps!

[MarkT2445801916]

TY so much for the suggestions - I DO APPRECIATE IT!!  Keywords failed as did the PA word cloud.  I think this is failing as the keyword itself is part of an email template (quick message) and therefore, is not captured as work notes or additional comments fields.

[Jennifer Metz · Accepted solution]

Thanks for the update, that helps clarify what's going on.

I haven't run across this issue, but I'm thinking that you have two possible options.

1. Create a report based on the sys_email table. I would be careful here with performance implications as this table can be huge depending on your org size. I would definitely try to add as many filters as possible and limit the time window.

2. Add a traceable marker going forward using a business rule or flow. Anytime that specific template is used, you could add an update to the work notes or tag.

I would probably start with option 1 as a temporary solution if there is an urgent need for this information, and then focus on implementing option 2. Even if the sys_email table is usable now, its one of those tables that can really grow fast.