Ticket Search No Longer Works

VoIPRoute

Hi All,
I have basically ignored this issue for quite awhile so unfortunately I can't really say when it started. What I am sure of is that it used to work as expected.

Every ticket a client puts into us we add a prefix to the ticket based on the customers business name. So for ABC company, all their tickets would have a subject with a prefix of ABC.

I used to be able to do a search for closed tickets with ABC and it would show all the tickets for that customer. Now all my searches show NOTHING. I have no idea why.

Our osTicket is on our VPS

KevinTheJedi

VoIPRoute

You should still be able to. For example if I have a ticket with subject of “Testing Auto-response 1” and I search for “auto” the ticket will be shown in the results. I just retested with latest to confirm there are no issues with core.

Cheers.

VoIPRoute

KevinTheJedi

Thanks for the response Kevin, I am going to run some tests today and will report back

VoIPRoute

@KevinTheJedi Well thanks to you input I think I found the issue. I ran search tests and was surprised to see that they were all giving results as expected BUT then I got a test with no results and another and another and their is a single aspect in common. A very large number of our client prefixes are 3 letters like BPA. ZDI, DSD etc. Those searches all show no results, but customers with 4 or more letters all showed the results correctly.

KevinTheJedi

VoIPRoute

Ahhh, yes. There is a minimum character limit so it must be 4 or more to find actual results.

Cheers.

VoIPRoute

That's REALLY bad news for me because of the sheer number of tickets and customers we have we 3 character prefixes. No way we can go change all of them manually. Is their any easy way of adding maybe a dash to the end of the 3 characters in a bulk change?

KevinTheJedi

VoIPRoute

Well for InnoDB tables the minimum character limit is 3 however since the search table is MyISAM the minimum is 4. Due to the nature of the data in the search table you cannot convert it to InnoDB (at least not easily). You can read more from MySQL docs here:

https://dev.mysql.com/doc/refman/8.4/en/fulltext-natural-language.html

Cheers.

VoIPRoute

KevinTheJedi
The article was helpful because I see that special characters aren't going to work either. Moving forward I won't use 3 characters anymore and I guess I will just have to leave the old tickets as is with 3 characters. Thanks

KevinTheJedi

VoIPRoute

You can do a find and replace in MySQL/MariaDB. Just make sure you get all possible tables like _ticket__cdata, __search, _form_entry_values, etc.

Cheers.

VoIPRoute

@KevinTheJedi
Thanks VERY MUCH for all your hard work!