Hi, There's another difference between otrs5 and otrs6 in searchs. In otrs5 when we did a fulltext search it looked at subject, from, to, etc. It was so easy (and a bit slow) for agents to do a simple search without specifying more filters. Now it works different, and I still don't know how it works, but if I know that I'm looking for a ticket from somebody with a known name, the best way to look for it is using "Customer ID (complex search)". Can you please explain me the differences between the fulltext search in otrs5 and 6? Excuse me if it is already documented, I have not find info related to this question. Moreover, is the behaviour of the fulltext search configurable? Regards, Manuel Martínez
Any idea? Regards, Manuel Martínez El 24/01/18 a las 13:23, Manuel Martínez Valls escribió:
Hi,
There's another difference between otrs5 and otrs6 in searchs.
In otrs5 when we did a fulltext search it looked at subject, from, to, etc. It was so easy (and a bit slow) for agents to do a simple search without specifying more filters. Now it works different, and I still don't know how it works, but if I know that I'm looking for a ticket from somebody with a known name, the best way to look for it is using "Customer ID (complex search)".
Can you please explain me the differences between the fulltext search in otrs5 and 6? Excuse me if it is already documented, I have not find info related to this question.
Moreover, is the behaviour of the fulltext search configurable?
Regards,
Manuel Martínez
Hi, It looks that is a problem related to the migration from otrs 5 to 6. When I do a fulltext search it gives me results but only tickets received on version 6. It doesn't work well with old tickets. It could be a bug or maybe my fault doing the upgrade. I use FileSystem Storage to store articles. Regards, Manuel Martínez
Solved. On v.6 there is a new option that allows indexing (or not) FullText searchs on Archived tickets (I usually archive old tickets). I have enabled the check on Ticket::SearchIndex::IndexArchivedTickets and now its working normally as in v. 5. Regards, Manuel Martínez El 21/02/18 a las 13:24, Manuel Martínez Valls escribió:
Hi,
It looks that is a problem related to the migration from otrs 5 to 6.
When I do a fulltext search it gives me results but only tickets received on version 6. It doesn't work well with old tickets.
It could be a bug or maybe my fault doing the upgrade. I use FileSystem Storage to store articles.
Regards,
Manuel Martínez
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Manuel Martínez Valls