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shawniko's avatar
shawniko
Contributor
5 years ago

How to automate searching for internal notes in Lithium?

Good Afternoon, Developers! 

I want to know if it's possible to build a tool that would pull all internal notes (for the month) that have specific keywords.

For example, now, I need to search all conversations manually to find out if our agents created a Case Management ticket (e.g INC0748534). This can take me hours and hours of manual work, and wasted resources. 

Is there a way to build a tool/add-on that can pull all conversations that DO NOT contain a noted Case Management ticket? I need to be able to filter these conversations for each individual agent and their handled monthly conversations that do not contain Case Management Ticket since it's a part of our KPIs.

 

Thank you!

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