We are using osTicket for some months now but I still don't understand how the search actually works. We are using osticketawesome template but I think the functionality is the same.

When I want to search for a keyword or error message I'm entering the phrase into the searchbox at the ticket-page (..../scp/). I'm not going into Advanced Search and set all filters.

The searchbox, however, always suggests / lists users with a number after their name, like John Doe (1). Why is it doing this? Do I have to select one? Is it saying that there is one ticket found with these keywords for John Doe? Can I see all tickets containing the search-text without selecting one user?

Is it searching in the entire ticket (without attachments)? Often I don't find anything. I already rebuild the search-index by deleting the search table, etc. I also read this https://docs.osticket.com/en/latest/Agent/Tickets/Advanced%20Search.html

It's not that search doesn't work, it's just that the results are poor. Maybe we are using it incorrectly.
Are there any tips?

basic search is very basic. If you need more advanced search click on advanced search.

    ntozier Thank you for helping me.

    Does the basic search search in the body of the threads? Or just in the titles?
    And why does it prompt with users, like John Doe (1) when I typing something in the basic search? Is there any documentation about this maybe?

    • RBGE replied to this.

        roberth My understanding is that whatever you type in the search, has come up with (1) ticket owned by John Doe.

          You can ignore the suggestions and get a normal search by pushing the button/icon, pressing enter will select whatever the top suggestion is.

          Thanks for helping me, but let me explain.

          I search for the text-phrase "error".
          Now it shows 8 users that have 1 ticket that contains the word "error"

          If I select a user, it shows all tickets for that user, not just the one containing "error".

          The URL wil thenl be something like: https://support.code54.nl/scp/tickets.php?a=search&search-type=typeahead&query=info%40domain.eu , so I can see it is not trying to search for the phrase "error" anymore.

          I'm sorry if I asks this while it is caused by the osticketawesome template, My understanding is that it's just a design template, no changed functionality.

            roberth Hmm, this one does seem to be an osTicket issue - I'm getting the same here (clicking the name shows all tickets from that person, not just the filtered results). As ntozier suggests, it appears advanced search is the only way to achieve this.

                RBGE Thanks again.

                It's a pity because the Advanced Search doesn't seems to have a Search in body. Of all the fields that you can search for, especially the body would be most useful but is not available. Or am I mistaken?

                • RBGE replied to this.

                    roberth I put text in the "Keywords -- Optional" part at the top of advanced search, and after specifying the user to filter results to, I did get what I expected. It returned tickets from that user with the relevant keyword in the body. (I can confirm that the keyword was not present in the subject)

                        RBGE Yes. You are absolutely right. I really didn't know that I should use the "Keywords -- Optional" input.
                        It so obvious now....

                        Thanks for helping me out. I couldn't believe that it wasn't possible to search the entire content of tickets. I suppose the 'quick search' should do exactly this but it's okay.
                        Thanks again.

                          ntozier Thanks. You were right. I didn't know that I should use the "Keywords -- Optional" input until @RBGE pointed it out to me. I guess I was lost in the details of selecting fields in the Advanced Search.

                            roberth what about if you click the little search icon after entering that term? Not touching the drop down at all? It's hard to describe, but the initial results aren't all of them, just the "most obvious" results, if you were looking for a user or specific ticket, these are the ones you want. If you are instead after a group of tickets, push the button after setting the term in the box.

                                Hi Grizly, I understand what you mean. I was fiddling with that too, but couldn't get any logical results.
                                What I normally want is just lookup some error-message or keywords, to see if we had that before. So I'm not looking for specific users.

                                I tried to search for that with the little searchbox. The search-icon at the right of the input is not clickable. You have to select a user from the dropdown. I also tried to press ENTER and all kind of other things. That's why the title of this post reads "How does the Search work, actually"

                                  In that case, it might be a theme issue, because the little icon does the proper search on my install..

                                    Grizly Aha, that's interesting. I will test that and come back to let you know.

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