Call Search in Nano

Use Call Search to search for calls using a set of criteria.

On the Call Search screen you can:

• Use the Standard Search to find open or closed calls by call number or text search.
• Use the Advanced Search to find calls using all call search fields.
• View the results in table layout or Kanban layout.
• Configure the columns by adding or removing columns and changing their order.
• Right-click on a call to perform actions such as Add Note, Action, Review, Email, etc.

Using the Call Search Window

Before you start

To view calls, IPK Analyst must be selected in the Options tab of your IPK Management Security Role.

Access the Call Search window from the My Options menu by hovering over Search, and selecting Call Search.

The window is made up of four sections:

• The Toolbar contains options for switching between layouts and search methods.
• The Toolbar lists the call records that match the selected search criteria and allows actions to be performed using the context sensitive menu.
• Standard Search contains the standard search criteria fields
• Advanced Search contains additional call search criteria fields.

The Toolbar

Functions available from the toolbar on the Call Search window:

	Use to refresh the results
	Changes the table layout to a Kanban layout
	Changes the Kanban layout to a table layout
	Select to open the Column Configuration window to Call Search in Nano displayed in the browse table. Available in table layout only
	Select to display the standard search criteria fields. Closes the Advanced Search. Available only when in Advanced Search mode
	Select to display the advanced search criteria fields. The Advanced Search window expands from the right of the screen. Closes the Standard Search. Available only when in Standard Search mode
	Expands the Advanced Search window if it has been minimized. Available only when in Advanced Search mode and the Advanced Search window is minimized
	Use to forward the selected call(s) to an analyst or group. Opens the Forward window. Available after selecting one more items in the table layout, for analysts with Bulk Forward enabled in their IPK Management Role.
	Use to close the selected call(s). Opens the Close window. Available after selecting one more items in the table layout, for analysts with Bulk Close enabled in their IPK Management Role.

The Browse Table

The browse table contains the calls matching your search criteria, which can be displayed in one of two formats:

• Table layout displays call records in rows with columns displaying details for each record. The table can be ordered by any visible column. To change the columns displayed in the browse table, select from the toolbar and Configure the Columns.
• Kanban layout displays call records as cards with a subset of details visible on the card. The records are organized into columns representing the call Status. To change the status of a record, drag it to a different status column.

Statuses that are displayed in Kanban layout have the Parent Status setting enabled in System Admin.

View the details of a call by double-clicking the call record. The call details window opens in a new tab within Nano.

Perform actions on one or more calls by selecting the call record(s) and right-clicking to open the context-sensitive menu.

• Action opens the call(s) in 'action' mode.
• Review opens the call(s) in 'review' mode.
• Add Note opens the Add Note window. Complete the details to add a note to the call.
• Forward opens the Forward window. Complete the details to forward the call(s) to an analyst or group.
• Close opens the Close window. Complete the details to close the call(s).
• Email opens the Email window. Complete the details to send an email from the call.
• Report saves the call details to PDF. The PDF is saved or opened dependent on the browser settings.

Multiple records can be selected using CTRL + mouse click.

Standard Search

When the search window is first opened, the Standard Search options are displayed. If the Standard Search options are not visible, select from the toolbar to make them visible.

Select the options for your search:

Call Number	Use this field if you know the number of the call you're looking for. Enter the number into the field, then leave the field (press Enter or Tab) to trigger the search. An exact number match is performed across open calls and closed calls. If a call with that number exists, and if you have the permissions to view, it will appear in the results table. This search option automatically searches closed calls and open calls. Other search criteria are disabled when this option is used.
Text Search	Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns calls in which the Description or History contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym.
Open Calls	Select to include open calls in the search.
Closed Calls	Select to include closed calls in the search.

Advanced Search

When the search window is first opened, the Standard Search options are displayed. To switch to Advanced Search, select from the toolbar to display the Advanced Search window. The Advanced Search window can be minimized by pressing , and expanded by pressing on the toolbar.

After entering your search criteria, run the search using .

Select the options for your search:

Open	Searches open calls (even if they are the responsibility of other analysts)
Open - Resolved	Searches open resolved calls (even if they are the responsibility of other analysts)
Open - Unresolved	Searches open unresolved calls (even if they are the responsibility of other analysts)
Closed	Searches closed calls
Closed - Unresolved	Searches closed unresolved calls
Submitted	Searches for submitted calls
Not Submitted	Searches unsubmitted calls
Template	Includes call templates in the search
Partition	This option is only visible if you have access to more than one partition. Use the drop-down list to select from the partitions you can access.
Include Deleted Field Values	Selecting this option enables deleted values for list fields to be selected. If you are searching for a call by IPK Status and select the Include Deleted Field Values option; the IPK Status list will be updated to display names of statuses that you created and subsequently deleted. You can then select a deleted value from the list, and conduct your search.
Logged Date	Use these fields to specify the date range in which the call was logged by typing a date or using
Call No	Use this field if you know the number of the call you're looking for.
Resolved Date	Use these fields to specify the date range in which the call was resolved by typing a date or using
Closed Date	Use these fields to specify the date range in which the call was closed by typing a date or using
IPK Status	From the list, select the IPK Status.
Service	Key in part or all of the service's name. Matching results are displayed beneath the field. Select one from the list.
Type	From the list, select the Type of the calls you are searching for. Depending on the number of tiers configured for your system, you may see one to five tiers. You can select a type from any level. To search for calls that match only the selected type, select the Equal option. To search for calls that match the selected type and the tiers below, select Equal + Below. The type used in call searches is the type selected in the Call Details window, and not the type selected in the Close Call window.
Call Priority	From the list, select the Priority of the calls for your search.
Source	From the list, select the Source of the calls for your search.
User	Key in part or all of the user's name. Matching results are displayed beneath the field. Select one from the list.
Organization	Key in part or all of the organization's name. Matching results are displayed beneath the field. Select one from the list. Organizations can be linked in a hierarchy. To search for calls that match only the selected organization, select the Equal option. To search for calls that match the selected organization and those linked as children, select Equal + Below. To search for calls that match the selected organization and those linked as parent, select Equal + Above.
Search Text	Use this field to perform a text search on call Description and History. Use the options to choose whether you want to search on all the words or any of the words in the text box using exact, related, or regex methods.  Special characters such as the wildcard character ‘%’ are not supported. All Words Returns calls with words that match all the search text. However, it does not take into account the sequence of the words specified. Any Words Returns calls with one or more words that match the search text. Exact Returns calls which contain (any or all) words specified in the Search Text field, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym. If you specify “Join” in the text box, the search will not retrieve “Joined” as a match. This type of search does not include an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks. Related Returns calls which contain synonyms or words that are similar to the search text. If you specify the search text as “Cloning”, the search will locate entries that have any form of the search text, such as “clone” and “cloned”. Regular Expression Returns calls with regular expressions associated with the search words, including wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters. Wildcard characters are ignored if the Regular Expression option is not selected. Usage of regular expressions is specific to the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The regular expression wildcard characters that vFire Core supports include: % to search for any string of zero or more characters. Use of this character at the beginning of a word by which you are searching is not supported. Furthermore, if using ‘%’ in the middle of a word, you should ensure that you always put ‘%’ at the end also. For example, col%r% will return color, colour _ Any single character [] Any single character within the specified range. For example, in the range [a-f] or in the set [abcdef] [^] Any single character not within the specified range. For example, not in the range [^a-f] or not in the set [^abcdef]