Bug in searching custom fields with multiple values?

RT Users
1

Hi all!

I have a queue specific custom field that may contain multiple values.
If I have a ticket which has set multiple values for that custom field
then I do not find the ticket when I specify a search criteria that
contains multiple values for that custom field. Eg:

The custom field may contain the values “parser” and “DTD”. My ticket
has set both values. The search criteria is:

Queue = vdp
CF.vdp.{category} LIKE %DTD%
CF.vdp.{category} LIKE %parser%

If I drop the second or the last criteria then the ticket is found. Yet,
the ticket is not found if I look for “DTD” and “parser”.

Is this a bug?

Regards,
–Stefan

2

Stefan Wachter wrote:

Hi all!

I have a queue specific custom field that may contain multiple values.
If I have a ticket which has set multiple values for that custom field
then I do not find the ticket when I specify a search criteria that
contains multiple values for that custom field. Eg:

The custom field may contain the values “parser” and “DTD”. My ticket
has set both values. The search criteria is:

Queue = vdp
CF.vdp.{category} LIKE %DTD%
CF.vdp.{category} LIKE %parser%

If I drop the second or the last criteria then the ticket is found. Yet,
the ticket is not found if I look for “DTD” and “parser”.

Is this a bug?
I confirm, fail with 3.0.HEAD.
I want fix it we should deside what results do we want with search on
multiple valued custom fields:

  1. ticket has custom field A defined and value is 1 or 2
  2. ticket has custom field A defined and value is 1 and 2

Now, both doesn’t work. search is broken.
I expect right fix would be second case, because usual user want
decrease number of tickets when add new search condition.

My SB 0.99, but as I see from changes to 1.00_01 it doesn’t matter.

3

Ruslan U. Zakirov wrote:

Stefan Wachter wrote:

Hi all!

I have a queue specific custom field that may contain multiple values.
If I have a ticket which has set multiple values for that custom field
then I do not find the ticket when I specify a search criteria that
contains multiple values for that custom field. Eg:

The custom field may contain the values “parser” and “DTD”. My ticket
has set both values. The search criteria is:

Queue = vdp
CF.vdp.{category} LIKE %DTD%
CF.vdp.{category} LIKE %parser%

If I drop the second or the last criteria then the ticket is found.
Yet, the ticket is not found if I look for “DTD” and “parser”.

Is this a bug?

I confirm, fail with 3.0.HEAD.
I want fix it we should deside what results do we want with search on
multiple valued custom fields:

  1. ticket has custom field A defined and value is 1 or 2
  2. ticket has custom field A defined and value is 1 and 2

Now, both doesn’t work. search is broken.
I expect right fix would be second case, because usual user want
decrease number of tickets when add new search condition.

My SB 0.99, but as I see from changes to 1.00_01 it doesn’t matter.
Can’t wait feedback anymore.
Patch attached which fix search on CFs.
With patch ticket should have all values set to trigger condition(second
case in prev message).

		Good luck. Ruslan.

PS. Patch stores only last alias within particular CF, but I don’t think
that it makes any sense to store all because user can’t choose
ENTRYAGGREGATOR in 3.0.x.

search_on_CF_with_multiple_values.patch (1.03 KB)

4

I think that using an or-condition combining the different values of a
multi-valued field would be better. If a user wants to create an
and-condition over several values of a multi-valued field then he can
augment the current search criteria step by step.

Cheers,
–Stefan

Ruslan U. Zakirov wrote: