Problems with RTFM, e.g. search on custom fields

RT Users
1

Hi,
we run RT 3.6.1, RTFM 2.2.0RC4 on a Scientific Linux (RHEL based) and we
have problems concerning the Search function namely the search on the
custom fields.

When replying to a ticket, we put a search term in "Search for RTFM
articles matching"
Every article is listed twice, if the search term occurs in the title
and in a custom field. A occurence in the summary is not listed twice.

We defined several custom fields for an article of the RTFM and would
like to search on these custom fields.
We do it as follows:

  • click on Overview in the RTFM
  • click on one class
  • then edit the search criteria
    • select in the advanced search a custom field and enter a search term
  • results in a list of all articles of that class

Bookmarkable Link is e.g.
https://…/RTFM/Article/Search.html?Problem~=outlook&class=6

In addition we have a request concerning the layout of the articles.
Would it be possible to eliminate the bullets, which leads the fields.

Any ideas or questions to the setup are welcome!

Thanks, Ulrike

2

Hi,
I posted this a few days before christmas, but no answer, so I try again
today:

We run RT 3.6.1, RTFM 2.2.0RC4 and we
have problems concerning the Search function namely the search on the
custom fields we have defined:

We defined several custom fields for an article of the RTFM and would
like to search on these custom fields.
We do it as follows:

  • click on Overview in the RTFM
  • click on one class
  • then edit the search criteria
    • select in the advanced search a custom field and enter a search term
  • results in a list of all articles of that class

Bookmarkable Link is e.g.
https://…/RTFM/Article/Search.html?Problem~=outlook&class=6

When replying to a ticket in the RT, we put a search term in “Search for
RTFM articles matching”.
Every article is listed twice, if the search term occurs in the title
and in a custom field. A occurence in the summary is not listed twice.

Any ideas or hints are welcome!

Thanks, Ulrike

OS: Scientific Linux (RHEL based)

3

Hi to all,
we have the same problem trying to search the Content of an article custom field.

We have several Custom Fields of type “Fill in one text area” associated to our classes.

When we try to search in a selected Class by matching a word in the custom field content as result we have a list of all articles of that class.

Searches by Class, Name and Summary seems to work correctly.

We run RT 3.6.0 and RTFM 2.2.0 RC2 on an ubuntu server 5.10.

Any help will be apreciated.

Giulio.