How to Search in Ticket Text/Body?

[PeteV]

I have been trying to search for text in the Ticket Text/Body for some time now, and it is just not working for me.

It is certainly not intuitive, and I cannot figure out if it is just me or whether it is a bug.

In various Tickets, I have a certain text snippet (for example, "file"). However, no matter what I try (Quick Search, Advanced Search for Ticket Body), eSupport (hosted) always returns 0 (zero) results found.

Does anyone have to same experience?

This reminds me, it seems that search for text in the Ticket Text/Body is not possible for Filters, right? If so, I will submit a feature request...

[craigbrass]

Works fine for me, just done a test. I suggest you contact support about this (http://members.kayako.net -> Get Support) as you are on the hosted platform.

[PeteV]

Yes, I will do that. I just wanted to get confirmation that this works for other users.

Thanks.

[PeteV]

We had someone spend all morning trying to nail down what the problem is exactly.

Apparently, the Advanced Search functionality for "Entire Message" (and also the Quick Search functionality) is not working/intuitive for terms that are not letter-based words.

For example, many of our Tickets contain text such as "%Done: 80" (after importing Tickets from our old application). We would like to search for this text string (so that we can verify that our Custom Field "Completed" is set to "80%").

While we can search for "regular" letter-based terms (such as "file", "bug", etc.), we cannot find "%Done: 80", "Done", "80", etc.

We cannot find better explanations on how the search functionality works in the documentation or the forums. Users/Staff are used to web-search-engines and Microsoft Office applications. But eSupport search seems to work differently/unexpectedly.

Does anyone have similar experiences?

Is this a feature request or bug report?

[craigbrass]

Submit a ticket about it. It could be a MySQL configuration error. Support will be able to pin it down.