Searching Ticket Notes

JosephWithCOR

Dumb question but how do you search ticket notes.

Example: I had a problem with a piece of software running on a piece of computer a month ago. I now have this same problem on another computer and didn't create a separate knowledge base article (documents).

I now have ~1300 tickets with an average of two notes per ticket and no way to review that knowledge without going ticket by ticket.

wrongecho

I honestly can't believe this hasn't come up before.

We'd probably need to adopt a similar approach for how we allow documents to be searchable - stripping the HTML and placing the output in a separate easy to index database field.

johnny

Totally agree. Searching tickets the way it is now could be a huge burden on the DB especially if you have many images and html data in the ticket replies. I plan on adding this to global search and push it out today. I'm curious on how well it performs with the amount of tickets you have @JosephWithCOR

Later on we should accomplish what @wrongecho has stated is to create a hidden raw text field for searching that doesnt include html or base64 images data etc.

johnny

Hi @JosephWithCOR we just implemented base support for Searching Ticket Replies using global search

Let us know if it responds fast on your end, we are curious. This is still work on progress but the base functionality is there.

itflow-org/itflow6a3d53f

JosephWithCOR

@johnny @wrongecho #6 Dude… I am currently running the software on a less than ideal server (a repurposed end of life desktop with a new, slow Kingston SSD) and the performance didn't take a hit.

Bonus: I really like the addition of links to the actual tickets.

ToDone!