3709014 - How to Enable Case Search Using Case Description in Sap Service Cloud Version 2

• Users are unable to search for cases using text from the case description field.
• The functionality to perform keyword searches within the case description appears unavailable by default.

SAP Service Cloud Version 2

To enable case search using the case description, follow these steps:

1. Go to Settings
2. Go to Extensibility Administration
3. Go to Case
4. Go to Field Query Properties
5. Untick the box labeled "Show only Custom Fields".
6. Locate and expand the field labeled "description".
7. Enable the "Searchable" property for the field content.
8. Save the changes.
9. Note. this will only work for cases created after the search has been enabled.

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