Searching for Messages

The Response Manager search utility lets you search all Response Manager messages that your privileges allow you to see, including open and closed messages. You can search for messages based on any combination of numerous criteria: message subject, content, owner, group mailbox, thread, category, or age. You can view messages only in group mailboxes to which you belong (Response Manager system administrators can search all group mailboxes). Unless you have “View other users’ messages” privileges for a group mailbox, you can only see your own messages (Response Manager system administrators can see all messages).

To search for messages:

  1. In the Utilities folder, open the Utilities message.

  2. Click Search. The Find Messages page search form appears.

    Find Messages search form
    Find Messages search form page

    This page will look slightly different if your Response Manager system is set up to allow searching of archived messages. See Searching for Archived Messages for more information.

  3. Specify the criteria for your search. Only messages that meet all your criteria will be found.

Use this option… …to do this
Subject or Body Search for text that appears anywhere in the message subject or body. Click Help for more information on this option and its corresponding Exact match and Advanced options.
Mailbox Search for messages belonging to a specific mailbox. You can search a group mailbox, your Inbox and any personal folders you’ve created, or search all mailboxes to which you belong.
Owner Search for messages belonging to a particular Response Manager user.
From Search for messages from a specific sender. The message “From” field is checked for the address or partial address you enter here.
Priority/Importance Search for messages with a specific priority or importance (e.g., “Urgent”).
Sensitivity Search for messages with a specific sensitivity (e.g., “Private” or “Confidential”).
Thread Search for messages with a specific thread number. Enter only the number, not including the “Thread:” prefix.
Ticket Search for messages with a specific ticket number. For details on ticket numbers see Associating a Thread with a Ticket Number.
Start Date Search for messages sent or received on or after a certain date.
End Date Search for messages sent or received on or before a certain date.
Categories Search for messages belonging to specific categories. Select “Any” to find messages that belong to any of the selected categories; select “All” to find messages that belong to all the categories you select. To select multiple categories click each category while holding down the Control key.
Open incoming, Closed incoming, Outgoing, Personal messages Select the type of messages to include in your search results. Personal messages are those that appear in your Inbox.

On the Search Results page you can:

Thread History

On the Search Results or message detail page, you can click a message’s thread number to view all activities for messages in the thread, including all messages received and sent, message assignment details (the user to whom the message was assigned and time it was assigned), and message status changes (open, closed or on hold).

Thread history page
Thread history page

To view a message from in the thread, click on its subject.

Searching for Archived Messages

Your Response Manager server may be configured to allow searching of archived messages. Archived messages are older messages that have been removed from the production system and which are not available to be viewed in your email program. If this option is available to you, your Find messages search form will look slightly different.

Find Messages search form page with archive searching enabled
Find Messages search form page with archive searching enabled

You can choose to search Current messages, in which case the search operates as described in the previous section, or Archived messages. When searching for archived messages, several search form options are unavailable. You may also choose to search Both production and archived messages. In this case, the search options are limited to those available for archived messages.

On the Search Results page, archived messages are shown with a darker background.

Archived messages on the Search Results page
Archived messages on the Search Results page

You cannot view the thread history for archived messages.

On the message detail page for an archived message, categories are not shown and the From address and Owner values are not hyperlinked to additional searches as they are with production messages. Also, the Copy to Search Results Folder function is not available.

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