Search and Past History Don't Work

[brooky]

Hello,

I have customers asking me to refer to past tickets and if I click the Past History button and try to search I just get a spinning disc and nothing happens.

Is there a fix as it is a massive flaw?

I'm running version v3.00.29

[brooky]

Bump.

Honestly can anybody suggest? I can't refer to customersd past tickets which is vital to offer decent support.

My memory is not that good!!

[brooky]

Forwarding support tickets doesn't work either or many of the other functions. I'm amased at how buggy this expensive software is.

[brooky]

So disapointed with kayako. It such promising software and would be incredible if it worked.

Useless, I wish I never switched from Cerberus Helpdesk. It's not quite as good but at least it works.

[maxxx99]

Hi I have the same problem,

the search for emails and ticket-IDs doesnt work!

I use 3.00.32 SupportSuite!

[brooky]

I don't think anybody cares.

Really disapointed.

[arsalan]

Same problem here. Searches were working fine in v2.x of eSupport and now we have moved to Support Suite and search has stoped searching.

here is my correspondance with Kayako on this;

------------- Start ----------

it seems support suite (3.00.32) is not runing searches properly.

When you use advance search and select "Entire message" and give something for it to search, it dosent return any results.

However the same string when used to search "Subject" only returns results.

This is search feature is critical for our business. Please offer a solution.


Raghav Arora


Posted On: 24 Jan 2006 03:39 PM

--------------------------------------------------------------------------------
Hi Arsalan,
eSupport uses mySQL Full Text searches for searching the articles, although it returns very accurate results it can sometimes not work properly if certain criterias are not met.

For more information please refer to: http://dev.mysql.com/doc/mysql/en/Fulltext_Search.html, Some brief points:

1) Wont work if the word being searched for is on a lot of articles
2) The word being searched for needs to have atleast 3 alphabets
3) The word should appear in minimum of 2 records.

Let us know if there is anything else.

Regards,

Raghav Arora
----------------------
Kayako Infotech Ltd.
http://www.kayako.com


Arsalan

Posted On: 24 Jan 2006 04:36 PM

--------------------------------------------------------------------------------
The strangest thing is that the same search worked earlier on eSuppoeT v2.3.1

We are basically searching tickets for a domain name. This was working fine
earlier.

Another thing.

When i used multiple search rules "Entire Message" and "Department" it gave 50
results none of which had any thing to do with the search string.


If you want, I can give you access to our help desk so you can take a look at
this behavior.

-------------- END ----------

This ticket was not updated since 24 Jan 2006.

[arsalan]

Kayako, wake up!

[alpha]

Originally Posted by arsalan

Kayako, wake up!

Give them chance there was 1 minute between your 2 posts.

[JNL Host]

Had similar issues with both versions.
I'm going from memory, but I believe I fixed it by rebuilding the message database.
Log into the Control Panel Admin and select "Tickets" from the left menu. Then "Maintenance".

Choose the number of posts to process at once and then click "Rebuild".

It does require some server time, so if you are running on a customer server, then lower the number to about 10 or 20.

Let me know how that goes.

Jason.

[brooky]

No, its definitely a browser compatibility issue. But for me neither IE of Firefox work.

Look here: http://forums.kayako.com/showthread....0192#post30192

[brooky]

Its 100% a browser issue:

Error: [Exception... "'Permission denied to call method XMLHttpRequest.open' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "<unknown>" data: no]

[maxxx99]

Hi there is a bug in the search if you correct it - it works again
the script kicks @ . and all other chars in the search, that makes it very hard to search for an email adress!

My staff got really crazy because of that - cant remember 100.000 tickets of different users!

So i tried to fix the problem on my own.

This has fixed my problem after waiting more than 4 weeks fixing this simple thing by the producer of this software!

File
/includes/functions_sqlsearch.php


In funktion:

function buildSQLSearch($field, $query)

following row
-------------------------
change from:
-------------------------

$stopdata = array("#\s+#s", "#(\r\n|\r|\n)#s", "/[^a-zA-Z0-9\-\_\s]/");


-------------------------
change to:
--------------------------
$stopdata = array("#\s+#s", "#(\r\n|\r|\n)#s", "/[^a-zA-Z0-9\-\_\s\.\@]/");




With that "." and "@"arent longer kicked out of the search string


has worked for me is possible a solution for others to

[djspark]

Lol, how do you have this file not encoded by zen or ioncube?

Originally Posted by maxxx99

Hi there is a bug in the search if you correct it - it works again
the script kicks @ . and all other chars in the search, that makes it very hard to search for an email adress!

My staff got really crazy because of that - cant remember 100.000 tickets of different users!

So i tried to fix the problem on my own.

This has fixed my problem after waiting more than 4 weeks fixing this simple thing by the producer of this software!

File
/includes/functions_sqlsearch.php


In funktion:

function buildSQLSearch($field, $query)

following row
-------------------------
change from:
-------------------------

$stopdata = array("#\s+#s", "#(\r\n|\r|\n)#s", "/[^a-zA-Z0-9\-\_\s]/");


-------------------------
change to:
--------------------------
$stopdata = array("#\s+#s", "#(\r\n|\r|\n)#s", "/[^a-zA-Z0-9\-\_\s\.\@]/");




With that "." and "@"arent longer kicked out of the search string


has worked for me is possible a solution for others to

[sebastian]

Originally Posted by djspark

Lol, how do you have this file not encoded by zen or ioncube?

Only the licensing part of eSupport is encoded.