I am working through keywords and have hit another little stumbling
block - keywords.
I think I understand the concept, but I can’t seem to get them to work.
At the top level (Configuration.Keywords) I have added a key called
’client’ with three values representing external customers.
Under Configuration.Queues.General.KeywordSelection I have created a key
called ‘contact’ which has the settings ‘single children of client 1
Now when I go into a ticket I can assign a keyword called ‘contact’ with
a value equal to one of the ‘client’ names I created earlier.
So far, so good.
However, I don’t seem to be able to search on the keyword. It would be
nice to be able to create a search along the lines of ‘all open tickets
for client X’, but I can’t seem to find how to do this.
Any help would be apprecaited.