As a general rule, Console searches are not case-sensitive. For example, here’s a successful search for firstname.lastname@example.org (all lowercase characters):
Here’s another successful search for that same user, this time using all uppercase characters:
And, finally, one more example, this time using a bizarre (but ultimately successful) mix of uppercase and lowercase characters:
Now let’s search for a different user: email@example.com. An all-lowercase search works just fine:
However, that’s not true if our search contains nothing but uppercase letters:
In other words, even though search is (generally) case-insensitive, we can find firstname.lastname@example.org, but we can’t find ALEXANDRIA.TORRES@AKAMAI.ORG. Why not?
The problem we’re running into here is that Console’s search syntax uses several all-uppercase terms such as AND and OR. As you can see, the preceding search query features three instances of those reserved terms:
And that’s the problem. Because of the AND and the ORs, Console is trying to create a complicated search query that, not surprisingly, comes up empty. Without getting too bogged down in the details, Console is searching for ALEX AND RIA.T OR RES@AKAMAI. OR G. We know this because a user who has the display name G is returned by this search:
If you’ve ever searched for ALEXANDRIA.TORRES@AKAMAI.ORG and gotten back someone like email@example.com, well, now you know why.
Fortunately, there are two ways to work around this issue. One way is to use nothing but lowercase letters when conducting a search. That works although , admittedly, it isn’t always very feasible. For example, if you copy an email address like AKAMAI-ORDER-INFORMATION-AND-SHIPPING-AND-DELIVERY-STATUS-UPDATES@AKAMAI.COM, you can’t just paste that address into your search. Instead, you first have to convert the address to all lowercase characters. Sure, that’s doable, but ….
Because of that, a better solution is to always enclose your search terms in double quote marks:
When you put the search term in double quotes, Console searches for the exact value you specified, and ignores any reserved terms (such as OR or AND) that might show up in between the quote marks. Use double quotes and you won’t have to worry about whether or not your search term includes any reserved words.
And before you ask, yes, you must use double quotes. Single quotes won’t do you any good: