Searching by email address or ticket key

[chrisw]

v 3.00.90 (and previously 3.00.81)

Maybe we're doing something wrong, but we're having trouble searching for tickets by email address or ticket key.

A lot of the time, you get 0 results when you know for a fact there are tickets in the system with the given details. It's not a problem connected with permissions to view different departments - to prove a point I've allowed myself to see all departments.

So, using either the quick search (in the Manage Tickets screen) or the Advanced Search screen (for instance, looking for a match by "Email"), what can one do wrong so as to fail to get results?

Thanks in advance for any tips.

Chris

[suhailc]

Have you managed to figure this out Chris?

Same problem on our eSupport. Sometimes when searching via email, or domain in entire message, or domain in subject - for which we know tickets exist, we get ZERO results, which is a real wind up and headache.

So any resolution?

[AKL-MFCU]

real quick, is the user that you are searching for via e-mail have multiple e-mail addresses registered into the user database? I've noticed that the reference user such as Joe Smith could have more than one e-mail address from exchange registered into it (if you are using ldap) and that only one in particular is a valid way of contact.

Let me know otherwise before i jump into the code.

[chrisw]

siterollout, we never figured this out. Sadly, it's still an issue!

We don't use LDAP. We're searching for email addresses of customers (customer@customerdomain.com) in tickets. You can pick a ticket from list, copy the email address into the search box and not get a search hit. Very strange!

If anybody has any ideas, I can get our web service providers to take a look.

Thanks,

Chris

[mommacude]

Did this ever get resolved?

[chrisw]

I'm afraid we still don't know the cause or solution for this problem.

No-one has any suggestions, apparently :-(

Chris

[lifeunconscious]

Based on what I've found, the search is unable to include symbols ie. no @ no '.'.

So to find me@here.com, if you enter "me here com" in the search field, you'll get a result. Tedious and shouldn't happen this way when we need to search for an exact email but that's the only way I could get it working at the moment. They should really make it so that we can search for a 'real' email address.

[Mahesh Slaria]

Hi,

Maybe we're doing something wrong, but we're having trouble searching for tickets by email address or ticket key.

I'm afraid we still don't know the cause or solution for this problem.
No-one has any suggestions, apparently :-(
Chris

This bug is fixed in our latest CVS build. You can upgrade your system to 3.02.00 - CVS build or email me at mahesh.slaria AT kayako.com, I will send you patch for above.

Regards,

Mahesh Slaria

[lifeunconscious]

Hi all, I received the patch from Mahesh.

It works ... kinda.

The code works for exact matching of the email. However when I place something like ca*@acb.com, it returns me only results with emails matching "* ca@abc.com" instead and none of those matching "ca*@abc.com".

So I get results for iamca@abc.com and not camera@abc.com.

Another thought, maybe the trim the search parameter as well? I've tried searching for a ticket ID which I knew was there but it kept returning no result. Found out I had a space at the end of the ID when I plugged for the search.