Hi Hugh,

I looked at the otrs database and found the table named article_search. I assume this is the table used for fulltext searches when using StaticDB as engine. The fields in this table is pretty much related to articles (from to, subject, body and so on). There is no field for ticket number. Usually the ticket number is mentioned somewhere in one of the articles belonging to the ticket, but oftentimes that is not the case.

If a user has submitted a ticket using the web frontend, there will be no mention of a ticket number in the article. Those tickets cannot be found if searching for a ticket number in the fulltext search.

It is be design, I think, but that design ought to be changed. I'll try and submit a bug on it tomorrow.

Lars

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hugh Kelley
Sent: Wednesday, May 11, 2011 2:49 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Fulltext search does not include ticket numbers. Any fix?

I'd suggest checking the bug DB (I think I experience this too).  It sounds more like a bug than a missing feature, unless I misunderstand the intent of that box.

It frustrates our agents mightily.

Hugh

On Tue, May 10, 2011 at 8:46 AM, Lars Jørgensen <lajo@kb.dk> wrote:

Hi,

We mainly use the fulltext search field (Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for tickets when a customer calls in with a ticket number.

If that ticket number has not appeared in either subject or body of an article in the ticket, it is not possible to find the ticket by fulltext search. Is there a simple fix for this, or should I make a feature request somewhere?

Lars

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs