SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Search Definitions

Note: This is an advanced feature that will change the submission process for tickets and live chats.

Search definitions are used to create a custom submission process for tickets and live chats. In general, search definitions work by connecting to an external database and searching to see if any results match the query. For example, a company may configure a department to only accept live chats from customers with an invitation code. The field in which the customer enters the invitation code is the search definition. When the customer submits the code, SmarterTrack will execute the query by connecting with the external database storing the code to see if the code is valid. If the system determines the code is valid, the customer will be allowed to initiate the live chat.

To view a list of search definitions currently in use by the system, click the settings icon. Then expand the System Settings and Custom Fields folders and click Search Definitions in the navigation pane. A list of search defintions will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select search definitions. Search definitions must be selected before choosing an action from the toolbar.
  • Display Name - The name of the search field.
  • Query Type - The type of database to which SmarterTrack connects to execute the query.

The following options are available from the actions toolbar:

  • New - Creates a new search definition.
  • Edit - Allows the administrator to make changes to a search definition's settings.
  • Delete - Permanently deletes the selected search definition(s).

To view the details for a specific search definition, simply double-click the search definition. The search definition details will load in the content window and the following tabs will be available:

Query

Use this tab to edit the following settings:

  • Display Name - The name of the search field.
  • Query Type - The type of database to which SmarterTrack connects to execute the query.
  • Connection String - The code that defines how the system connects to the external database.
  • SQL Query - The script that the search definition executes.

Inputs

Use this tab to edit the following settings:

  • Display Name - The text displayed to customer describing the custom field.
  • Parameter Name - The variable that is used in the query to define the value of the custom field.
  • Password Field - Checking this box will mask the text that the customer types into the custom field.

Outputs

This tab displays existing field definitions in the SmarterTrack system. These fields are optional, and if they are left blank, the system will use the default values assigned to the field definitions.