Searching by Ticket Number

TomtheMulk

Hi Guys,Maybe I just don't see it and it's there but I was wondering if there is a way to pull up a ticket using the search box just by ticket number alone? Currently, the search executes but simplydisplays all tickets. Like this: blank Now that I think about it the search doesn't seem to work when looking for a word in the ticket subject either.Is there something I'm not getting here?Thanks!

TomtheMulk

Shortly after running a search against a word in the ticket title osTicket threw up the following in an email: [SELECT DISTINCT COALESCE(B1.ticket_id, B2.ticket_id, B3.ticket_id, B4.ticket_id) FROM ( SELECT object_type, object_id, MATCH (search.title, search.content) AGAINST ('inactive' IN .......................................................................................(had to clip to post due to length)The SELECT would examine more than MAX_JOIN_SIZE rows; check your WHERE and use SET SQL_BIG_SELECTS=1 or SET MAX_JOIN_SIZE=# if the SELECT is okay<br />Should I examine the indexes in the osticket db or could this be related to a mysqld configuration restriction?

TomtheMulk

And I do see where I should SET SQL_BIG_SELECTS=1 but curious why this is the case with a seemingly simple query. ;-)

ntozier

You should probably see if anyone has opened a bug report on github for this, and if not start one.https://github.com/osTicket/osTicket-1.8/issues/new

Chefkeks

Related to the message you got via email see this github issue: https://github.com/osTicket/osTicket-1.8/issues/1532

Besides that you should know that there is a limit for minimum 3 chars when a search is performed. As I can see on your screenshots your ticket numbers are only 2 number based, so you should consider changing it when possible. Btw. here at our osTicket with the default random 6 digit ticket number it works fine ;)

Additionally let me point you to the following pull request which states that the developers are working to improve the search: https://github.com/osTicket/osTicket-1.8/pull/1528

TomtheMulk

Looks like someone already opened a ticket on this issue, thanks Chefkeks. I find it interesting that we're also using HostMonster for our ticket system and have just about an identical set up. We're moving away from that to a cloud hosting environment at Rackspace soon so I'll bet the issues will be solvable after doing that.I'm going to take your suggestion using a random ticket numbering but will probably stick with 4 digits. :)I guess we can close this thread then!