shawniko
5 years agoContributor
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!