Missed ticket hits in search

[ Yes, I know RT 3.8 is EOL :slight_smile: ]

One of our RT instances is still running RT 3.8.17. A colleague
reported, and I confirmed carefully with my own eyes, that a search is
missing tickets it should be finding.

Content LIKE '34.100.108.26’
AND Created > '2014-04-01’
AND Queue = ‘HJLAM’

This returns 2 results.

There are at least 2 other tickets that match all 3 items in the search
criteria and are not part of the RT search results.

Has anyone seen this before? Are there known oddities? The RT instance
is using MySQL.

Any suggestions?

Thanks,
Jeff

Has anyone seen this before? Are there known oddities? The RT instance
is using MySQL.

If you’re using 3.8, you’re using the database’s LIKE operator on the
Content column. RT sometimes stores data, even plain-text data, with a
content-encoding, however, meaning that the explicit string
"34.100.108.26" doesn’t appear in the Content column, but in the
decoded content.

My guess is that if you look at the contents of the Attachments table
for the other two transactions that should match, you’ll find they have
a ContentEncoding.

RT 4.0’s full-text search doesn’t have this problem, since it decodes
the content before indexing.

  • Alex

Something curious about the tickets that do not show up in the search
results message list. They both show:

X-MIME-Autoconverted: from quoted-printable to 8bit

in the original message headers.

The ticket ACLs are fine (Thanks Ken)On 4/15/2014 2:24 PM, ktm@rice.edu wrote:

On Tue, Apr 15, 2014 at 02:17:45PM -0400, Jeff Blaine wrote:

[ Yes, I know RT 3.8 is EOL :slight_smile: ]

One of our RT instances is still running RT 3.8.17. A colleague
reported, and I confirmed carefully with my own eyes, that a search is
missing tickets it should be finding.

Content LIKE ‘34.100.108.26’
AND Created > ‘2014-04-01’
AND Queue = ‘HJLAM’

This returns 2 results.

There are at least 2 other tickets that match all 3 items in the search
criteria and are not part of the RT search results.

Has anyone seen this before? Are there known oddities? The RT instance
is using MySQL.

Any suggestions?

Thanks,
Jeff

Hi Jeff,

Have you checked the ACLs for all of the tickets? If the user cannot see a
ticket, then it will not be returned in a search. It does not matter that
the search criteria match if the account does not have the rights to “see”
the ticket.

Regards,
Ken