Search problems in SupportSuite

[senacdrms]

We use SupportSuite to manage tickets from many departments. Many use the system to store Tickets about software development issues that includes code parts, system variables and so on.

We are having big problems to search these Tickets using the Supportsuite search engine.

As example, if we put this word in the Ticket body: sp_CriaTurmaNaoCvn it becomes impossible to find this Ticket using the search engine. We tried all the possible combinations to find this type of words (that includes _ * & $ in the word) and havent been able to solve this. Even if we put a small piece of the word like CriaTurma the search engine dont bring the Ticket as a match.

Anyone have any idea how to make this work? I think this is a search problem that might be solved because anyone can have these kind of words stored in the system and must be able to search for it right?

Thanks for your attention,
Wellington L Moraes

[dim01dim01]

I have the same problems with search. Any suggestion ?

[senacdrms]

I havent been able to solve this yet...

[jnet]

same here actually it bothers me a lot I am praying to my Lord God of heaven to have this solved. but still I love kayako

[Jamie Edwards]

Hi Wellington,

Can you confirm that you are searching for this term using advanced search? What happens when you use quick search, as below?

[joshuah]

i am having the same problem. there is alot of text which can not be searched, i have rebuilt the cache, rebuild post index, tried advanced search --> entire message and everything, i cant seem to find it.... any idea why?

[PeteV]

This issue was brought up a long time ago. It was discussed in this forum, by LiveChat, as a Support Ticket, and submitted as a bug (I believe).

Because this is caused by a problem with MySQL search, a Kayako developer posted this in a MySQL forum. Ever since, the resolution of this problem has died.

Sadly, since Kayako apparently does not pay for any MySQL support, and nobody answered that thread in the MySQL forum, this issue will not be resolved anytime soon (time scales of years).

So, this problem is simply part of eSupport, and Kayako is clearly not too motivated to do anything about it.

Sure, perhaps v4 will not have this problem (by shear luck, since they will likely still use MySQL and thus MySQL search). But that is far away too. And it might have this problem too.

[joshuah]

Searching is a major problem for us and we need this issue to be resolved asap!!

[Jamie Edwards]

Hi there,

I'll discuss this with the developers and get a definitive answer for you.

[PeteV]

... and?

[Jamie Edwards]

Hi all,

I have tested this with 3.30.02, and searching for terms containing underscores appears to work both under Advanced Search and Quick Search, with and without the * wildcard.







Remember to ensure that the setting "Ignore Words Containing Symbols" is disabled (under Admin CP -> Settings -> Tickets). If this setting was enabled, you will have to enable it and rebuild your search index.