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Support Article

Lucence search of work items shows incorrect result



Incorrect results are returned when searching for work items.  In one example, not all of the related service items are displayed when searching for an Interaction. In another example, a service item was displayed that was not associated to the Interaction ID used in the search.

Error Messages

No error message

Steps to Reproduce

  1. Log in to the application with user access
  2. In the Search bar provided in the portal, enter an Interaction case or Service case number to pull the details

Root Cause

The Application rules did not include all of the service item classes so they were not included in the search results.  The example where a service item was returned when it was not expected occurred because the Interaction ID was referenced in a note on the work object. 


The issue is resolved by adding the service item classes to the Details tab of the Application rule.

Published January 31, 2016 - Updated December 2, 2021

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