I have a ticket system with part numbers in the first message on the thread and I'm trying to search by that string but it cannot find them. In old OSTicket (v1.6 i think) we were able to search by these part numbers and it would return all tickets. Now, in advanced search, I only see options to search by the last message in the thread or the last response in the thread.
Am I missing something here?
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Environment details?
Version of osTicket?
PHP errors?
Errors from screen?
What you actually see?
We are using the latest OSTicket v1.12 on Ubuntu 18.04 with mysql 5.7.26 and php 7.
There are no errors, but we just cannot search for a string in the message history. I don't get any ticket results when searching a string of text in tickets that isn't in the TicketThread/Last Response or TicketThread/Last Message.
Why can't we search anything in any of the thread? i.e. we have multiple tickets with a long thread referencing part numbers. When we search the part numbers, there are no tickets found in search.
Pretty sure that Search (fast search) only searches for ticket#, name, email, full word in summary and details.
I think that you would want to use Advanced search for more well more advanced search.
I cannot reproduce the same using v1.12.
I have a ticket that has 93672 in the Issue Details:
I then do a basic search for just 93672 and it shows me the correct ticket:
Cheers.
That's what I'm telling you @ntozier is that there is no way to search in Advanced search for this as they are not always in the last message or last response. See the screenshots below. We are searching for P/N 01280114 in the below scenario and the ticket is not found.
Please add functionality to search the entire ticket thread.
we are searching for the above P/N
Pretty sure none of this would break this functionality but I could be wrong? @KevinTheJedi
Also, @KevinTheJedi, was the search string you used as input in the last message posted to that ticket?
Yes.
Search string is 1234abc1234 which is in very last thread entry (there are 5 thread entries):
Search for 1234abc1234 and voila ticket appears:
Cheers.
If you cannot find it in search then there is a strong possibility your ost__search table is borked. Go to the ost__search table in the database and run the following query:
SELECT * FROM `ost__search` WHERE `content` LIKE '%search-string%';
(Note: Keep the % signs just replace search-string with the string you're trying to search for.)
This will show you the thread entries that contain your search phrase. If no results appear then you either do not have the string in a thread entry or your ost__search is not updating like it should.
Cheers.
Search table is definitely not updating. What would the fix for this be or steps to try and rectify?
Also, as I've mentioned before, the threads we are searching, the messages are NOT the last message or last response. Can you try testing messages in the middle or beginning of a thread on your side @KevinTheJedi ?
Sorry, I must've read that backwards. My first example was searching content in the very first thread entry. My second example was searching content in the very last thread entry. Even searching content in middle thread entries works for me just fine.
The only way to debug this is look at Apache/PHP/osTicket error logs to see if there is a fatal error preventing the update as it's updating correctly on mine every time.
Cheers.
