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 replied to this.

  • @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.

    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.

        KevinTheJedi

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

          @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.

            VoIPRoute

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

            Cheers.

              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
                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

                    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.

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